Client Success Onboarding Manager
The Client Success Onboarding Manager is responsible for helping our clients successfully transition from implementation with the Professional Services team to go-live with the Client Success Team(s). The onboarding phase is intended to assist with the adoption of the solution they’ve invested in with Anaqua and is a critical phase of the client’s journey that sets the foundation for their success. You will work closely with the client after contract execution and help accelerate time to value. Our specialists achieve this through identifying the appropriate client stakeholders and developing strong rapport, validating their business goals and objectives, and executing against a defined onboarding timeline in conjunction with the Professional Services Project Timeline. You will be the primary contact for the client to reach out as they experience Anaqua in a live environment for the first time post implementation. You will partner with Sales, Professional Services, Client Success, and other internal teams as needed to ensure clients have a great first experience with Anaqua.
We are looking for a professional who genuinely enjoys interacting with others and can motivate or maintain enthusiasm throughout the onboarding engagement. The ideal candidate has great communication skills and technical acumen, is proactive, results oriented, and able to provide a high level of client satisfaction to both the client and internal teams. This is an opportunity to bring your experience as a consultant, implementation expert, or project manager along with a high level of client service.
You’ll love this role if you want to:
- Ensure clients see immediate success and value by conducting orientation and enablement sessions, familiarizing client with available support resources, and minimizing roadblocks in early adoption of our products and services,
- Coordinate and execute onboarding related activities with clients via web-based meetings, phone, and email throughout the various stages of onboarding,
- Set and manage expectations in onboarding timeline, monitoring client’s achievements during onboarding, and measuring KPIs and success metrics,
- Develop training tracks on how to use and get started with the solution and offer options for which types of training are most effective for various personas from administrators and technical leads to end users,
- Where required, coordinate effectively with client agencies and third parties to drive desired implementation outcomes,
- Become well versed in all solutions and stay up to date with product knowledge as new updates are made,
- Maintain records of any issues, questions, or requests during the onboarding process and collaborate across internal teams to identify areas for continued improvements and help streamline onboarding processes,
- Provide regular communication on the status of implementation both internally to the account team and externally to client sponsors and executives,
- Ensure successful transition to the CS team after onboarding is complete.
What you’ll need to be sucessful:
- IP experience is essential,
- Collaborative team player who can drive cross-functional work, in person and virtually,
- Demonstrated success onboarding and supporting clients, building satisfaction, advocacy, and loyalty,
- Proven ability to lead client engagements to completion while maintaining high satisfaction,
- Strong active listening and clear verbal communication,
- Self-starter and fast learner who thrives in a changing, fast-paced environment,
- Anaqua experience would be a plus,
- Strong PowerPoint, Word, and Excel skills, with confident presentation abilities,
- Positive, personable, flexible attitude,
- Ability to prioritize, multitask, and perform well under pressure,
- Genuine interest in building relationships and helping clients solve business challenges,
- Excellent time management,
- Highly organized, detail-oriented, and efficient,
- Bachelor’s degree and/or 2+ years of relevant work experience, preferably in project management, technology implementation, training or support.
