Confido

Head of Customer Solutions

NYC Office. Posted 2 months ago

The role

The Head of Customer Solutions will own the end-to-end onboarding experience for new customers. You will lead deployment teams and design scalable implementation processes from the ground up.

What you will do

  • Own and document the end-to-end implementation lifecycle
  • Directly lead deployment teams by setting goals, coaching, and managing performance
  • Build capacity-planning and resourcing models
  • Stand up reporting on time-to-live, quality, rework, and onboarding health
  • Bring structure to the re-deployment program
  • Act as executive sponsor for strategic customers and end point for customer escalations
  • Create customer win stories with Marketing
  • Instill confidence in strategic customers during presales cycle with Sales
  • Ensure hand-off to Customer Success
  • Coordinate customer product requests to prioritized feature roadmap with Product and Engineering

Required qualifications

  • 8+ years of experience managing enterprise software implementations, system deployments, or complex client onboarding
  • Experience defining stages, acceptance criteria, capacity models, and repeatable playbooks
  • Proven people leader who has managed implementation, deployment, or professional-services teams
  • Experience building a team from scratch and steering the direction of a pre-existing team
  • Comfortable in ambiguity and resource-constrained environments
  • NYC-based
  • Comfortable in-office

Benefits

  • Equity
  • Fully paid health coverage through Aetna
  • Top-tier dental and vision coverage through Guardian
  • Carrot Fertility Pro
  • 12 weeks of paid parental leave
  • Unlimited PTO
  • Regular 4-day holiday weekends
  • 401(k) through Vestwell
  • Paid relocation support
  • Fully equipped workspace including laptop, monitor, keyboard, and $200 stipend
  • Catered Friday lunches
  • Team dinners and unlimited coffee + snacks

About the company

Confido is the AI operating system that runs cash application, deductions, trade and planning in one place for CPG brands. They are trusted by 250+ brands managing $30B+ in revenue.