Senior Client Onboarding Manager
1 week ago
Team Overview:
Our team is meticulous and deeply committed.
We excel at crafting straightforward and scalable solutions to intricate technical challenges while delivering a premier enterprise software platform for our clients.
We seek exceptionally driven and articulate hands-on professionals who thrive in a dynamic team environment, have navigated a fast-paced workplace, and possess the enthusiasm and expertise to elevate our organization.
Job Summary:
Fluency integrates all the essential tools for Digital Advertising teams into a unified and user-friendly platform, leveraging robotic process automation.
The implementation phase is the initial interaction with our new clients, and we are in search of a Senior Client Onboarding Manager (SCOM) who can guarantee a seamless transition onto the Fluency platform.
The SCOM will play a crucial role in ensuring a smooth experience, motivating our new enterprise clients to adopt the platform within the first 90 days.
The SCOM is primarily responsible for overseeing the project scope, timeline, and deliverables of new client onboarding.This position will collaborate with our onboarding team to ensure that the onboarding process aligns with our client's business expectations, including scheduling, technical specifications, customer satisfaction, and billing.
The SCOM will engage closely with our new clients to build a trusting relationship while also holding them accountable for deadlines and deliverables.
This role demands high collaboration and a strong presence to keep clients and teams focused, while also preparing for the post-onboarding transition.
The ideal candidate is adaptable and communicative, yet disciplined in their work approach and delivery. They are passionate about lean processes, continuous improvement, client engagement, and teamwork. The SCOM will have experience in digital advertising, project management, SaaS onboarding, and/or a strong desire to learn.External Role Duties:
Act as the primary liaison for the onboarding timeline during the implementation phase.
Develop key client resources, such as Kick-off presentations and Client Dashboards.
Ensure client accountability for all deliverables and deadlines.
Oversee daily operational aspects of a project and scope, including scheduling meetings, taking meeting notes, and responding to client inquiries.
Manage and communicate key performance metrics throughout the onboarding process; produce and distribute weekly status reports, including timelines, billing, change requests, key issues and risks, as well as relevant KPIs, metrics, and upcoming milestones.
Internal Role Duties:
Work closely with the internal team to ensure successful implementations.
Own and maintain the Client Project Plan and Client Dashboard during the onboarding process.
Monitor implementation scope to ensure compliance with established baselines and manage any significant changes through a change control management process.
Facilitate a smooth transition of ownership to the Client Services team after onboarding.
Identify, evaluate, mitigate, and resolve risks and issues related to the engagement promptly, escalating when necessary.
Contribute actively to the continuous improvement of the onboarding process; analyze and provide feedback on the implementation strategy to enhance effectiveness, efficiency, and collaboration.
Ensure that internal stakeholders are included in all regular project updates, such as Weekly Status Reports, Stakeholder reports, or other communications.
Be prepared to discuss project health at any time with internal stakeholders, including the Implementation Team Manager, Client Services, Product, Engineering, and Sales teams.
Required Experience:
Over five years of experience in software implementation and project management.
Experience in the paid media industry.
Comfortable communicating confidently with C-Level executives.
Experience in developing project plans and managing multiple projects simultaneously.
Familiarity with project management tools and various methodologies.
Strong communication, organizational, time management, critical thinking, and problem-solving skills.
What We Look For:
A great individual
A vibrant personality with a passion to join our team
A proven track record of success
Driven and motivated
Fluency is an equal opportunity employer, providing equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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