Job Summary
We're looking for a Senior Manager – Customer Success Implementation to lead the onboarding and implementation of newly acquired clients and new lines of business. In this role, you'll partner with cross-functional teams to ensure seamless transitions, operational readiness, and long-term customer success while driving client satisfaction and retention.
What You'll Do:
- Lead end-to-end client onboarding and implementation for new accounts and business expansions.
- Drive implementation planning, governance, and execution while ensuring operational readiness across people, technology, and service delivery.
- Partner with Operations, Sales, Business Development, and Corporate Support teams to align implementation strategies with client expectations.
- Conduct capability assessments and monitor implementation milestones, risks, and dependencies.
- Build and maintain strong client relationships throughout the onboarding journey, ensuring a seamless customer experience.
- Develop implementation documentation, project updates, status reports, and executive presentations.
- Identify opportunities for process optimization and continuous improvement to enhance implementation efficiency.
- Analyze client insights, operational metrics, and business performance to support strategic decision-making.
- Ensure successful transition from implementation to steady-state operations while maintaining governance and quality standards.
- Lead cross-functional collaboration and influence stakeholders to deliver projects on time and within scope.
Qualifications:
- Bachelor's degree in business administration, Marketing, Sales, or a related field.
- At least 7 years of experience in Client Success, Customer Success, Implementation, Project Management, or a related function.
- BPO, Shared Services, or Customer Experience industry experience is highly preferred.
- Proven experience leading enterprise client onboarding, implementation, or transition programs.
- Strong understanding of contact center operations, service delivery, and operational performance metrics.
- Experience managing multiple client implementations and executive-level stakeholders.
- Strong business acumen with excellent analytical, problem-solving, and strategic planning skills.
- Proficiency in Microsoft Office, CRM platforms (Salesforce, HubSpot, Zoho), and reporting tools such as Power BI.
- Excellent communication, stakeholder management, and presentation skills.
- Ability to thrive in a fast-paced, dynamic environment.
Preferred Certifications (Nice to Have):
- PMP, CAPM, or other Project Management certifications
- Lean Six Sigma Yellow/Green Belt
If you're passionate about driving successful client implementations and delivering exceptional customer experiences, we'd love to hear from you.
