Client Onboarding Manager

The Client Onboarding Manager will oversee the entire onboarding process for new clients, ensuring they are effectively integrated into our platform and set up for success. This role involves managing a team of Onboarding Specialists, developing onboarding strategies, and collaborating with cross-functional teams to deliver a high-quality client experience. The ideal candidate will have a strong background in SaaS, automation, and customer success, with excellent leadership and project management skills, and knowledge of the MSP industry. 

Key Responsibilities: 

Team Leadership: 

• Lead, mentor, and manage a team of Onboarding Specialists.

• Provide guidance and support to ensure the team meets performance goals and delivers exceptional client service.

• Conduct regular team meetings, performance reviews, and professional development sessions.

• Actively collaborate, update,  and interact with a variety of teams, such as Customer Success, Sales, Support, and Product, representing client onboarding and adoption.

Client Onboarding: 

• Develop and implement comprehensive onboarding strategies and processes tailored to the needs of our clients.

• Oversee the onboarding journey from initial client engagement to full implementation and adoption of our SaaS automation RPA product.

• Ensure all onboarding activities are completed on time and meet established quality standards.

Client Success: 

• Serve as a primary point of contact for new clients during the onboarding phase.

• Address client inquiries, concerns, and feedback promptly and effectively.

• Monitor client progress and satisfaction, ensuring a smooth transition to the Customer Success team.

Process Improvement: 

• Continuously evaluate and improve onboarding processes and materials to enhance efficiency and client satisfaction.

• Collaborate with other teams to identify and address any challenges or opportunities for improvement.

• Implement best practices and industry standards in client onboarding and customer success.

Reporting and Analytics: 

• Track and analyze key onboarding metrics to measure team performance and client success.

• Provide regular reports and insights to senior management, highlighting achievements, challenges, and areas for improvement.

• Use data-driven insights to optimize onboarding processes and strategies.

Qualifications: 

Education and Experience: 

• Bachelor's degree in Business, Information Technology, or a related field.

• 5+ years of experience in client onboarding, customer success, or a related role in the SaaS industry.

• 3+ years of experience in a leadership or managerial role.

Skills and Competencies: 

• Strong understanding of SaaS products and RPA technologies.

• Excellent leadership and team management skills.

• Exceptional communication and interpersonal skills.

• Proficient in project management and able to manage multiple priorities.

• Analytical mindset with the ability to use data to drive decisions.

• Customer-focused with a commitment to delivering a superior client experience.

Technical Proficiency: 

• Familiarity with CRM systems, onboarding tools, and automation platforms.

• Ability to understand and explain technical concepts related to SaaS and RPA.