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Client Onboarding Manager

ProfitSolv Pompano Beach, FL
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Law Ruler has been a leader in the legal software industry for over 7 years throughout the U.S. and Canada.  We make legal CRM software to help lawyers automate their firms and increase new client signups.

 

Currently, due to COVID related concerns, we have a hybrid office attendance policy with Monday, Tuesday, Wednesday in the office and then Thursday and Friday as optional remote working from home.

 

 As the Client Onboarding Manager, you will be responsible for ensuring the successful execution of the client onboarding strategy and accelerating client adoption of our products and solutions. The Onboarding Manager works with the client success team, the client training team, and the client integrations team to put together effective project plans, including goals, timelines, and resource coordination to ensure quick ROI for our clients. The Onboarding Manager is a highly visible role with opportunity to quickly make a difference.                                                                                                 

What You'll Be Doing

 

  • Manage the comprehensive onboarding for all clients (including new business, renewals, and upsells) to ensure clients receive a highly organized program with detailed goals, timelines, and processes. Serve as primary point of contact for clients during the onboarding and implementation phase of the client lifecycle.
  • Build implementation strategies to ensure clients in all client segments are onboarded within the defined SLAs. Coordinate communication with other areas of the business to ensure a streamlined approach for every client.
  • Work directly with clients to set appropriate expectations, address client goals, determine target dates, manage client tasks, and provide regular project updates during the onboarding phase of the client lifecycle.
  • Collaborate with the client success team, client training team, and client integrations team to create a streamlined and cohesive approach that allows clients to be successfully implemented and trained.
  • Manage multiple simultaneous onboarding projects at one time, balancing priorities of business results, client satisfaction, and technical quality. This includes being an asset to the Client Success Manager, Learning & Development Manager, and Integrations and/or Solutions Engineer while being an advocate for the client.
  • Provide best practices and mentorship to clients on how best to implement suite of products and solutions. Provide thought leadership with regards to overcoming challenges the client is facing.
  • Ensure appropriate handoff of new accounts to the Client Success Manager and/or the Account Manager. Build out a standardized information flow/transition document to prepare the CSM and AM for success, including documenting wins and challenges the client faced during the onboarding process.
  • Serve as the primary owner of Client Journey tasks in Salesforce and Churnzero. Document all steps and touchpoints as appropriate.

 

 

REQUIREMENTS  (Knowledge, Skills, and Abilities)

 

  • Bachelor's degree or equivalent experience preferred.
  • Minimum of 2 years of client success and/or project management preferred.
  • Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work preferred.
  • Marketing experience in B2B SaaS industry preferred.
  • Creative and entrepreneurial spirit and attitude, a focus on possibilities and not obstacles.
  • Strong execution skills and the ability to drive action and accountability.
  • Proven track record of defining and optimizing processes.
  • Ability to manage multiple competing priorities, rapidly adapt and respond to client requests and timeline changes.
  • Excellent written and verbal communication skills for to creative, product, and technical teams, both internally and external clients. 
  • Highly collaborative, organized, and execution-oriented with strong presentation skills.
  • Excellent problem-solving skills and ability to be flexible to project situations. Ability to research, analyze and provide a solution to newly identified issues.
  • Able to be successful in a fast-paced environment that rewards hard work and self-motivation.

 

ADDITIONAL DESIRABLE QUALIFICATIONS

  • The ideal candidate will bring a client-first culture, along with a proven record of leading client engagement/success initiatives.
  • High proficiency with Salesforce CRM and Churnzero is a plus.

 

Instant Answers
providedProvided by company
Full-time Employee
Date Posted May 13, 2022
Date Closes June 12, 2022
Located In Pompano Beach, FL
Job Type Full-time Employee
Shift Custom
SOC Category 43-4051.00 Customer Service Representatives
Zipcode 33067

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