Responsibilities
- Own and manage client relationships from the point of sale through implementation.
- Act as the primary point of contact for clients, addressing inquiries, and providing updates.
- Ensure successful onboarding and transition of clients to operational managers post-implementation.
- Co-develop and monitor success metrics with clients to measure implementation success.
- Prepare and deliver performance reports, analyze data trends, and provide insights for improvement.
- Create and implement initiatives to drive successful client onboarding and service delivery.
- Develop and refine repeatable processes and frameworks for client onboarding.
- Work closely with sales, operations, and support teams to align on client expectations and service delivery.
- Assist in the recruitment, selection, and training of new employees to meet client specifications.
- Serve as a subject matter expert on company services, both internally and externally.
- Stay informed about industry trends and emerging practices to enhance service delivery.
- Assist support services in handling and documenting client issues and contribute to resolving them.
- Ensure effective communication with clients regarding any service updates or changes.
- Open requisitions for new clients or new roles for existing clients.
- Collaborate with hiring managers and recruiters on requisition details and screening criteria.
- Participate in interviews and monitor recruitment progress.
- Track candidate progress and follow up with clients as needed.
- Participate in client interviews, gather feedback, and refine sourcing strategies.
- Assist in onboarding new employees, ensuring credentials, access, and tools are available.
- Work closely with managers to ensure successful training and onboarding of new employees.
- Monitor and track the completion of onboarding checklists.
- Participate in weekly/bi-weekly meetings with clients to discuss employee feedback, training progress, and performance.
Qualifications
- Clear and coherent in both written and verbal communication skills to effectively convey information and ideas in written form to clients and internal teams.
- Strong organizational skills in managing and prioritizing multiple client needs and tasks to ensure efficient and effective service delivery.
- Capacity to help clients align with and adopt the company’s business model by providing thoughtful and strategic guidance.
- Strong initiative to independently tackle tasks and projects without requiring constant supervision or direction.
- Flexibility to adapt and re-prioritize tasks and responsibilities in response to changing client needs or business conditions.
Screening Criteria
- Bachelor’s degree in a related field or an equivalent combination of education and related work experience.
- At least one (1) year of experience in project management.
- At least one (1) year of onboarding/implementation experience or something similar.
- Must have a stable employment history.
