Client Onboarding Manager
Job Description
Description
The Onboarding Manager is responsible for the initial contact post-contract with the customer to ensure clear understanding of goals and expectations, align necessary resources and ensure smooth deployment of services.
Key Responsibilities
- Management of onboarding from the project intake and execution standpoint.
- Coordinate with cross-functional resources for flawless and fast onboarding execution.
- Responsible for coordinating and actively participating in kick-off calls with clients on select products.
- Serve as a single point of contact for onboarding status and issue management.
- Transform requirements into manageable tasks and create an overall onboarding plan. (Group Onboardings)
- Ensure that all products are delivered on time.
- Ensure that all needs are clearly specified, requirements scoped and agreed upon between the client and internal teams.
- Manage multiple simultaneous onboardings.
- Effectively communicate onboarding expectations and status to client and internal team members in a timely and clear fashion.
- Effectively balance priorities of internal teams, quality, and client satisfaction in the decision-making process.
- Identify and execute impactful onboarding process improvements concurrently with project execution, including process documentation updates/creation.
- Effectively maintain positive working relationships with clients and internal teams, while clearly communicating priorities and deliverables and managing client expectations.
- Deploy software & software updates.
- Contribute to the growth of our online knowledge base.
- Additional responsibilities are to be determined by the Support Leadership Team.
Requirements
2+ years of experience in Automotive Support and/or 2+ years of management in another field.
Experience in software project management.
Prior experience in managing multiple ongoing projects.
A genuine motivation for delivering exceptional customer experiences.
Mid-level knowledge of HTML, and CSS.
Exceptional organizational skills.
Exceptional communication skills.
Exceptional problem-solving skills.
Positive attitude.
Detail oriented.
Team oriented.