Client Onboarding Manager

4 weeks ago

Gurugram, India VMock Full time

Overview:

The Onboarding Manager will orchestrate the client onboarding experience at VMock, ensuring a seamless transition from sign-up to successful product usage. This role involves designing and implementing the onboarding program, conducting training sessions, and addressing any issues that arise during the process.


Key Responsibilities:

  • Designing and Implementing the Onboarding Program: Create a structured onboarding plan tailored to client needs and own the progress of launch goals ensuring a smooth rollout and adoption of the product.
  • Streamlining Account Setup: Oversee the configuration of client accounts, ensuring all necessary data is collected and integrated efficiently.
  • User Training and Education: Conduct comprehensive training sessions for clients, ensuring they understand how to effectively use the product.
  • Communication Champion: Serve as the primary point of contact for clients during onboarding, facilitating clear and timely communication of project updates and next steps.
  • Troubleshooting and Support: Address any technical issues or queries that arise during the onboarding process, providing effective solutions and support.
  • Track Metrics and Analytics: Monitor key performance indicators, such as launch timelines, client satisfaction, and issue resolution, to drive continuous improvement.
  • Continuous Improvement: Gather client feedback and analyze onboarding metrics to refine processes and enhance the client experience.
  • Bridge Between Teams: Collaborate with sales, product, and customer success teams to ensure alignment and address client needs effectively.


Qualifications:

  • MBA from a top-tier university.
  • 3-5 years of experience in client onboarding, customer success, or related fields.
  • Strong communication and analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information
  • Proficient in project management and analytical thinking.
  • Self-motivated with a willingness to take initiatives with strong work ethics
  • Ability to troubleshoot issues and maintain positive client relationships.
  • Advanced IT knowledge and capability to learn new software tools quickly.

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