Job Description

In this role, the Director of Website Onboarding & Support will oversee all processes and procedures (including the management of our partners and vendors) for web design & development, creative services, SEO, copywriting, and more to ensure the best experience for our customers.

Reporting to the SVP of Creative Services & GM of Razz, you will manage and grow our client-facing implementation and support teams and relationships. This person must have a natural ability to lead, allowing them to inspire a team of professionals to implement excellent customer service initiatives. They should have a calm and personable nature that helps them connect with customers and make them feel valued and supported.

To be successful, you also need to be an expert in understanding our companys products and services, such as web design, development, and branding to guide our customers and provide proper training for new digital project managers and support agents. This role must stay current with our customers needs and innovative customer service initiatives by analyzing data and industry trends.

About Razz

Razz Interactive (a ResMan Company) launched a next-generation marketing platform that helps property managers quickly attract renters by launching an intelligent website, interactive sitemaps & floor plans and powered with a data & analytics dashboard. Our in-house website & design product offerings are available to property management companies to market and grow their properties and connect with residents. We are a rapidly growing company, filled with opportunities to learn new things, to be challenged every day, and to fuel your career growth. We are proactive about providing an environment that welcomes collaboration not only on projects but in shaping internal practices.

What You'll Do

• Establish meaningful relationships with customers and serve as the main point of contact for customer issues & escalations to drive resolutions in a timely manner
• Manage the website and creative services onboarding backlog, working day-to-day with the digital project managers and internal team members to successfully drive projects to completion.
• Oversee and collaborate with digital project managers and support agents to define and execute client deliverables.
• Manage 3rd party vendors and partners, including sourcing, budgeting, invoice approvals, and quality control.
• Source, hire, train, and onboard implementation team members
• Oversee the overall success of the website onboarding and support team by setting, measuring, and achieving our goals and objectives.
• Stay ahead of the latest industry trends and best practices and help educate the internal team on those trends.
• Analyze and streamline vendor relationships and workflows along with inter-company operations.
• Collaborate with the Product team to create and implement an onboarding process and workflow for new product launches.
• Collaborate with the team to identify areas of improvement and help instill confidence in their product knowledge and skills
• Monitor client website outages (including after-hours) to proactively manage communications with customers

What We're Looking For

• 10+ years experience as a project manager (or similar) in digital marketing agency, web/mobile design company or technology software implementation role.
• 5+ years of management experience with direct reports and proven leadership with the ability to mentor, develop, motivate, and build a team in a fast-paced environment.
• Impeccable customer service skills focused on retention and delivering an exceptional experience
• Strong working knowledge of digital marketing services, responsive web design trends, web technologies, content management systems (CMS) and SEO best practices
• Demonstrated ability to assume role and independent responsibility for various projects in a fast-paced, dynamic environment.
• Practices humility when presented with criticism and embraces failure as an opportunity to learn.
• Exceptional communication skills, both written and verbal.
• Strong problem solving, analytical and quantitative skills. Must then be able to effectively communicate complex ideas and concepts effectively.
• Proficiency working in an Agile and/or related development environment.
• Has patience, compassion and empathy for our team members and clients
• Readiness to learn and continue to learn.

Type

• Salaried, Exempt, Full-Time

Location

• Plano, TX

Benefits Include

• Competitive Pay
• Health Insurance: Medical, Dental, Vision and Prescription Plans
• Health Savings Accounts
• Retirement Savings Plan (401K) with discretionary company match
• Short and Long Term Disability
• Company Paid $25,000.00 life insurance
• Supplemental Life and AD&D Insurance
• Employee Assistance Program
• Paid Holidays
• Paid Vacation
• Paid Volunteer Time
• Inhabit Employee Discount Programs

Our Company is an Equal Opportunity Employer and complies with all federal, state, and local laws, including providing reasonable accommodations to applicants.

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