Client Onboarding Manager
4 weeks ago
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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