Onboarding Manager

November 13

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Description

• Manage and oversee the end-to-end onboarding process for new clients and locations, ensuring all steps are completed smoothly and on time. • Collaborate with Sales and Loss Prevention to coordinate the delivery of services to new locations. • Lead the Onboarding team, ensuring they are adequately trained, resourced, and equipped to provide an exceptional client onboarding experience. • Develop and implement onboarding strategies to optimize the client experience, streamline processes, and reduce time to activation. • Monitor key performance indicators (KPIs) related to onboarding efficiency, customer satisfaction, and operational success, ensuring targets are met or exceeded. • Work with cross-functional teams, including Fulfillment and Loss Prevention, to troubleshoot any onboarding issues and drive continuous improvement. • Own the process for resolving onboarding-related service disruptions and work closely with internal teams to address and resolve any roadblocks. • Build and maintain strong relationships with clients during the onboarding phase to ensure their needs are met and expectations exceeded. • Provide ongoing coaching, training, and support to the Onboarding team to ensure continuous improvement and high performance. • Implement quality control measures to ensure accuracy and consistency in the onboarding process. • Stay up to date on onboarding best practices and industry trends to continually refine and improve processes.

Requirements

• Bachelor’s degree in Business Administration, Project Management, Operations, or a related field. • Proven experience in client onboarding, customer success, or process management, preferably in a fast-paced environment. • Strong organizational and multitasking skills, with the ability to manage multiple onboarding projects simultaneously. • Excellent communication and leadership abilities, with a talent for motivating and developing teams. • Strong analytical and problem-solving skills, with a data-driven approach to improving the onboarding process. • Experience with onboarding software, CRM systems, or project management tools. • Ability to thrive in a dynamic, fast-paced, and customer-focused environment. • Commitment to delivering an exceptional customer experience and continuous improvement.