Client Onboarding Manager

Job Summary

The Client Onboarding Manager is responsible for managing client relationships from the point of sale through successful implementation and ongoing support. The role ensures client satisfaction by overseeing the successful delivery of services, addressing client needs, and facilitating smooth onboarding processes. This role collaborates with internal teams to meet client expectations and drives initiatives for continuous improvement.

Job Description

• Own and manage client relationships from the point of sale through implementation.

• Act as the primary point of contact for clients, addressing inquiries, and providing updates.

• Ensure successful onboarding and transition of clients to operational managers post-implementation.

• Co-develop and monitor success metrics with clients to measure implementation success.

• Prepare and deliver performance reports, analyze data trends, and provide insights for improvement.

• Create and implement initiatives to drive successful client onboarding and service delivery.

• Develop and refine repeatable processes and frameworks for client onboarding.

• Work closely with sales, operations, and support teams to align on client expectations and service delivery.

• Assist in the recruitment, selection, and training of new employees to meet client specifications.

• Serve as a subject matter expert on company services, both internally and externally.

• Stay informed about industry trends and emerging practices to enhance service delivery.

• Assist support services in handling and documenting client issues and contribute to resolving them.

• Ensure effective communication with clients regarding any service updates or changes.

• Open requisitions for new clients or new roles for existing clients.

• Collaborate with hiring managers and recruiters on requisition details and screening criteria.

• Participate in interviews and monitor recruitment progress.

• Track candidate progress and follow up with clients as needed.

• Participate in client interviews, gather feedback, and refine sourcing strategies.

• Assist in onboarding new employees, ensuring credentials, access, and tools are available.

• Work closely with managers to ensure successful training and onboarding of new employees.

• Monitor and track the completion of onboarding checklists.

• Participate in weekly/bi-weekly meetings with clients to discuss employee feedback, training progress, and performance.

Screening Criteria

• Bachelor's degree in a related field or an equivalent combination of education and related work experience.

• At least one (1) year of experience in project management.

• At least one (1) year of onboarding/implementation experience or something similar.

• Must have a stable employment history.

Required Qualifications

• Clear and coherent in both written and verbal communication skills to effectively convey information and ideas in written form to clients and internal teams.

• Strong organizational skills in managing and prioritizing multiple client needs and tasks to ensure efficient and effective service delivery.

• Capacity to help clients align with and adopt the company's business model by providing thoughtful and strategic guidance.

• Strong initiative to independently tackle tasks and projects without requiring constant supervision or direction.

• Flexibility to adapt and re-prioritize tasks and responsibilities in response to changing client needs or business conditions.