Client Success Onboarding Manager

Job Overview:

The Client Success Onboarding Manager is responsible for helping our clients successfully transition from implementation with the Professional Services (Client Enablement) team to go-live with the Client Success Team(s). The onboarding phase is intended to assist with the adoption of the solution theyve invested in with Anaqua and is a critical phase of the clients 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 ormaintainenthusiasm throughout the onboarding engagement. The ideal candidate hasgreat communicationskills and technical acumen is proactive results oriented and able to providea high levelofclientsatisfaction to both theclientand internal teams. This is an opportunity to bring your experience as a consultant implementation expert or project manager along witha high levelofclientservice.

Responsibilities:

• 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 clients 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
  
  

Desired Skills:

• Exceptional team player with the ability to facilitate and harness cross-team collaboration while working with teams in person and virtually.
• Proven track record of onboarding and supporting clients to deliver high client satisfaction advocacy and loyalty
• Experience navigating and steering client engagements to completion with a high level of client satisfaction
• Strong listening and verbal communication skills
• A self-starter and quick learner comfortable in a fast-paced environment where priorities change constantly.
• Strong MS PowerPoint Word Excel presentation and communication skills.
• Enthusiastic positive personable and flexible.
• Ability to prioritize multi-task and perform effectively under pressure.
• You love getting to know people and helping them solve their business problems
• Excellent time management skills.
• Detail oriented organized and highly efficient.

• You love getting to know people and helping them solve their business problems
  
  

Qualifications:

• Bachelors degree and/or 2 years of relevant work experience preferably in project management technology implementation training or support

Anaqua is a premium provider of integrated intellectual property (IP) management technology solutions and services. Anaquas AQX and RightHub platforms combine best practice workflows with big data analytics and tech-enabled services to create an intelligent environment designed to inform IP strategy enable IP decision-making and streamline IP operations. Today nearly half of the top 100 U.S. patent filers and global brands as well as a growing number of law firms worldwide use Anaquas solutions. Over one million IP executives attorneys paralegals administrators and innovators in large and medium-sized companies use the platform for their IP management needs. The companys global operations are headquartered in Boston with offices across the U.S. Europe (UK France Germany Sweden) and Asia. For additional information please visit or on LinkedIn.

Anaqua is an Equal Opportunity/Affirmative Action Employer and all qualified applicants are considered for employment without regard to veteran status race color religion sex national origin age physical or mental disability pregnancy childbirth or related medical conditions marital status personal appearance political affiliation sexual orientation gender identification family responsibilities genetic information spouses of protected veterans or any other characteristic of status protected by law.

If you require a reasonable accommodation due to a disability please contact Lindsay Fegan HR Director at We will work with you to identify and provide appropriate accommodations that do not impose an undue hardship on the company.

As a federal contractor Anaqua also maintains affirmative action programs to implement our equal employment opportunity policy for individuals with disabilities and protected veterans. Employees or applicants who wish to review the full narrative portion of Anaquas affirmative action program for individuals with disabilities and/or protected veterans may schedule an appointment to do so by contacting HR Director Lindsay Fegan during normal business hours.

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Required Experience:

Manager