Cathy Hinek

About Cathy Hinek

Turning chaos into clarity and customers into champions—delivering measurable impact through data-driven strategy, operational excellence, and globally-coordinated execution.Expertise- B2B SaaS Service Delivery and Operations- Ecommerce Strategy and Operations- Leadership- Strategic planning and execution- Change Management and Transformation- Customer success- Team Building- Employee Development- Organizational design- P&L management- Performance management- Process improvement- Program and Project ManagementTechnical Proficiencies- MS Office- G-Suite- Salesforce- JIRA- Notion- Monday.com- Trello- ServiceNowHogwarts House: RavenclawOxford Comma POV: zealot

Experience

1. Sr Director, Customer Onboarding and Implementation

   3E

   Aug 2025 — Present

   Lead & Inspire• Set the vision, strategy, and performance goals for global onboarding and implementation• Build and mentor a world-class team of onboarding managers, solution consultants, and partnerleads• Foster a culture of customer advocacy, accountability, and excellence• Develop a robust talent strategy with hiring, coaching, and continuous upskillingDesign & Scale• Productize onboarding with standardized templates, automated tools, and repeatablemethodologies• Continuously optimize processes for efficiency, flexibility, and enterprise readiness• Balance global scalability with enterprise-level customizationDrive Cross-Functional Impact• Collaborate with Product, Sales, Customer Success, and Support to deliver a unified customerjourney• Align onboarding with product roadmaps and real-world implementation needs• Enable smooth handoffs and minimize go-live frictionOwn Change & Integration• Spearhead ERP integrations (e.g, SAP) and ensure interoperability across the product ecosystem• Lead secure, compliant data migration strategies• Guide change management to support adoption for customers and internal teamsEmpower the Partner Ecosystem• Develop and manage a certified global implementation partner network• Implement enablement frameworks to drive high-quality execution• Monitor performance and uphold consistent excellenceIncentivize Success• Create compensation models tied to CSAT, NPS, adoption, renewals, and revenue growth• Partner with HR and Finance to align rewards with strategic impactExecute with Precision• Apply project management best practices to deliver on-time, in-budget, and in-scope• Govern large-scale implementations with clear scopes, risk mitigation, and strong communication