Onboarding Manager
24 hours ago
To proactively engage with a group of customers they are dedicated to and ensure that:
- They are the main point of day-to-day contact for their customers
- They ensure that their customers interactions with other parts of company are successful
- High standards of customer service are maintained so their initial experience with the Client are wonderful
**Responsibilities**
**Key Responsibilities**:
- Engage with customers in the closing stage of sales to begin to plan the onboarding process
- Manage a comprehensive onboarding process through from welcome packs through to live running of our products or services.
- Ensure all departments fulfil their role in the onboarding process and troubleshoot any issues that arise during the process with the parties affected
- Look to refine and improve the onboarding process and ensure new products or services are incorporated into it
**Onboarding Management**:
- Manage a portfolio of customer onboarding projects from simple single product onboards to complex multi-product/service onboards
- Own the onboarding lifecycle from immediate post-sale to live running
- Where onboarding involves a Professional Services project integrate the onboarding plan with the project plan to ensure a successful transition to live running and support
- Liaise with the Sales/Account Manager/Customer Service Manager so the customer receives a seamless experience during onboarding
- Setup and continually manage onboarding plans according to our onboarding processes), manage external and internal expectations and report on onboarding status and success criteria - analysing and troubleshooting problem areas
- Develop and manage all aspects of onboarding engagement from planning, vendor relationships, communications, resources, change, risks and issues.
- Set and continually manage expectations while delegating and managing deliverables with team members / stakeholders / Customers / Vendors
- Provide leadership and coaching around the onboarding process for the company
- Participate in establishing practices, templates, policies, tools and partnerships product and service onboarding
- Continue professional development to keep abreast of emerging technologies, methods and best practices used in onboarding management, adopting as required to increase team & customer onboarding success.
**Personal Performance & Development**:
- Monitor and understand own performance against KPI’s and vision summary
- Prioritise workload and manage working time effectively
- Take personal ownership for maintenance and development of role-based skills and expertise
- Own your own Personal Development Plan
**Requirements (we do not expect you to meet every requirement)**:
- At least 5+ years’ relevant experience in delivering IT projects of which 1 should be onboarding customers
- Technology background with early career hands on technical experience
- Proven ability to organise and execute projects in a consistent, repeatable and reliable manner
- Technical/conversational knowledge & track record in delivery of onboarding/projects in some or all of the following areas:
- Microsoft Azure & Office365
- Virtualisation / cloud platforms
- Datacentre strategy and operations
- Backup, Storage and disaster recovery
- UC & Networking
- Device Management
- Hybrid environments
- Legacy Environments
- Security
- Excellent time management, communications, decision-making, presentation, human relations and organisational skills
- Ability to resolve problems in a timely manner
- Ability to communicate technical information and ideas
- Ability to adapt to a rapidly changing environment
**Measurement**:
This role does not carry a sales target, it will be measured by:
- Successful customer onboarding of our products and services
- Meeting expectations on time from sale to revenue (successful onboarding)
- Customer satisfaction via CSAT, NPS and feedback from post onboarding reviews
**In-house Company Systems**:
- Service control portals for key products
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