At Qualia, we’ve built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

We are seeking a leader to oversee Qualia’s onboarding and training function which is responsible for helping new customers transition to Qualia. Our primary customers are title companies who depend fully on our product to run their businesses. Due to the complexity of the industry and product implementation, the onboarding function is of critical importance to our business and customer’s success. Typical onboardings range from two months for smaller clients to 6+ months for larger accounts. 

In this role, you’ll be responsible for leading the established team while continuing to build and develop the team and our approach to onboarding new customers. You'll be accountable for ensuring our customers are successful in using Qualia’s product and the services and support we provide around it. Our onboarding team is also the top driver of the expansion sales pipeline for our cross-sell products and is a key engine of Qualia’s growth. You’ll also be expected to develop strong cross-functional partnerships with Sales, Product, Engineering, Customer Success, and Operations to help align our pre & post sales processes and ensure that the voice of the customer is being communicated to our product teams.

RESPONSIBILITIES

  • Leadership, management, and accountability for the Onboarding & training team
  • Successfully and efficiently onboard new customers to Qualia and ensure they’ve fully cutover from their previous software
  • Own instructor led customer training program to empower end users and admins 
  • Drive expansion pipeline by setting demos for our cross-sell products  
  • Identify opportunities to increase the scalability & efficiency of onboarding & training services 
  • Build a high performing team through effective hiring, development, and coaching.
  • Report on and monitor team performance, including identifying quality and efficiency improvements
  • Partner with Sales, Customer Success, Support, and Product Management to delight customers and ensure the highest levels of customer success and satisfaction
  • Serve as escalation point for any urgent or critical matter raised by either internal or external stakeholders

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • 5+ years of experience leading implementation or professional services teams, preferably in an enterprise software environment OR experience leading operations teams within the title industry
  • Demonstrated ability to analyze problems/issues, diving deep when needed
  • Strong, natural empathy for customers and a passion for growth
  • Expertise in business process analysis and creating continuous improvement 
  • Strong analytical skills and ability to establish data driven measurement and performance management
  • Enthusiastic and creative leader with the ability to inspire others
  • Ability to manage through persuasion, negotiation, and consensus building
  • Strong people skills, ability to ensure disparate views are adequately heard
  • Demonstrated desire for continuous learning and improvement
  • Excellent verbal and written communication skills

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems—and we’re growing quickly. In order to continue building an engaging and dynamic organization, we’re committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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