Director of Client Onboarding

3 weeks ago


Conshohocken, Pennsylvania, United States Onbe Full time
Job Description

At Onbe, we're seeking a highly skilled and experienced professional to fill the role of Director of Implementations Support. This is a hybrid position that will require working onsite 1-2 days per week at our Conshohocken, PA location, with occasional travel as part of the position.

Key Responsibilities
  • Lead Critical Implementation Functions: Identify standard methodologies to incorporate improvements in processes, resources, or innovation to enhance the speed and quality of implementations.
  • Offer Strategic Assistance: Drive project implementations and contribute to the implementation process for generating new revenue or maintaining existing revenue through change order projects.
  • Liaison with Sales and Account Management Teams: Assess pipeline, intake deals, and assignment of projects to teams managing individual and team utilization metrics that adhere to growth strategies.
  • Implement Onboarding Strategies: Facilitate onboarding experiences that meet clients' expectations by implementing capacity modeling standards and operational enhancements for the team and cross-functional teams.
  • Formulate and Maintain Long and Short-Range Plans: Support a consistent customer onboarding experience and adoption of products with a focus on scale and productivity.
  • Represent the Department: Serve as a department representative for enterprise project support across various operational functions, enabling speed, efficiency, accuracy, and client satisfaction.
  • Recognize and Implement Processes: Identify internal and cross-functional process struggles, gaps, and difficulties, and implement resulting processes or technical projects aligned with the strategic roadmap.
  • Train Team Members: Maintain standard process documentation, change management notifications, and sessions, as well as ad hoc workshops to train team members and cross-functional teams.
  • Set Direction for Product GTM Processes: Implement and operationalize product GTM processes, product and tech rollouts, updates, industry or partner policies, and procedures where they impact onboarding teams.
  • Oversee Reporting: Monitor relevant KPIs and metrics to drive areas of focus with action plans and share success/improvements to the metrics with the results of those action plans.
Qualifications
  • 10-15 years of experience in onboarding roles in client implementations (required)
  • At least 5 years of directly leading teams in a corporate environment (required)
  • Experience in payments, FinTech industries preferred
  • 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)

Compensation: The base salary range for this position is between $131,760 to $161,409, with eligibility for an annual bonus. Our competitive benefits include medical, dental, vision, wellness, 401(k) matching, Open PTO, work from anywhere, generous parental leave, and more.

About Onbe: At Onbe, a diverse group of people, ideas, and perspectives are key to achieving phenomenal things. For over 25 years, our focus has remained on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better. Our definition of success includes celebrating differences and affirming belonging. We're committed to making a culture that is inclusive to all.



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