Director of Client Onboarding and Implementation
3 weeks ago
About the Role:
The Director of Client Onboarding and Implementation will play a vital role in the success of our clients' journeys with Onbe.
This hybrid role will work onsite 1-2 days per week at our Buffalo Grove, IL location and will require occasional travel.
As a key member of our team, you will lead change and motivate our teams to complete critical client implementations efficiently, promoting quality and client happiness.
You will ensure our teams are equipped with the requirements, tools, documentation, and training needed to perform optimally in their day-to-day while managing the operational capacity and utilization models.
This role involves leading critical implementation functions, identifying standard methodologies to incorporate improvements in processes, resources, or innovation with the aim of enhancing the speed and quality of implementations.
You will also offer strategic assistance to teams driving project implementations and teams contributing to the implementation process for generating new revenue or maintaining existing revenue through change order projects.
Liaison with sales and account management teams to assess pipeline, intake deals, and assignment of projects to the teams managing individual and team utilization metrics that adhere to growth strategies.
Formulate, implement, and maintain long and short-range plans, policies, and documentation to support a consistent customer onboarding experience and adoption of products that include a focus on scale and productivity.
Serve as a department representative for enterprise project support across various operational functions that enable speed, efficiency, accuracy, and client satisfaction.
Recognize internal and cross-functional process struggles, gaps, and difficulties and implement resulting processes or technical projects that are by the strategic roadmap.
Train team members, and cross-functional teams through maintained standard process documentation, change management notifications and sessions, and ad hoc workshops.
Set the direction to implement and operationalize product GTM processes, product and tech rollouts, updates industry or partner policies and procedures where it impacts onboarding teams.
Perform miscellaneous projects and duties as assigned.
Requirements:
- 10-15 years experience in onboarding roles in client implementations (required)
- Proficient in project management tools, CRM systems, reporting applications, and Microsoft Programs, including Word, Excel, and PowerPoint (required)
- Excellent communication, writing, and social skills, with the ability to establish trust and credibility with clients, suppliers, and internal partners (required)
What We Offer:
Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, Open PTO, work from anywhere, generous parental leave, and more.
We believe that the recruiting phase is only the very beginning of diversity and inclusion. At Onbe, we're constantly evolving the way we celebrate diversity every day and in everything we do.
We seek out ways to create a mindful workforce that embraces diversity and celebrates a culture of inclusion.
We do not discriminate against employees or job applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information or military service.
Our equal opportunity policy applies to all decisions of employment including hiring, placement, promotion or advancement, termination, layoff, recall, transfer, compensation, training and leaves of absence Onbe.
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