CLIENT ONBOARDING & HYPERCARE MANAGER

Make your next big career move by applying as KMC Solutions next CLIENT ONBOARDING & HYPERCARE MANAGER!

The Client Onboarding & Hypercare Manager is responsible for owning and driving excellence in client onboarding and early-stage account stabilization through a structured 36 month hypercare framework.

This role ensures that all new and transitioning clients achieve rapid operational stabilization high adoption rates strong stakeholder alignment and measurable confidence in KMCs services before transitioning to steady-state account management.

The Manager serves as the primary accountability point during onboarding and hypercare ensuring clear success milestones proactive risk mitigation and a seamless transfer to long-term account ownership.

On top of your salary here are the exciting benefits you can look forward to:

• Youll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO free dependent
• Access to KMCs exclusive pantry (MadMax Coffee Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CLIENT ONBOARDING & HYPERCARE MANAGER include:

1. Client Onboarding & Hypercare Ownership

Own and continuously improve the end-to-end client onboarding and launch framework
Lead execution of the 36 month hypercare model for all new and transitioning clients
Define and enforce onboarding milestones KPIs and structured exit criteria from hypercare
Partner with cross-functional teams (Operations Sales Finance HR IT) to ensure seamless operational setup
Proactively identify onboarding risks adoption gaps and early warning indicators ensuring timely resolution
Serve as primary escalation point during hypercare to reinforce client trust and confidence
Develop maintain and optimize the in-house onboarding management system
Ensure complete and accurate documentation of onboarding plans milestones and client masterfiles
Drive clear communication cadence with clients including structured check-ins and executive touchpoints
Oversee formal hypercare exit reviews and structured handover to steady-state account management

2. Service Delivery Oversight During Hypercare

Monitor SLA adherence ticket resolution trends and operational performance during onboarding
Ensure onboarding-related billing accuracy and contract alignment
Oversee execution of Progress Reports and hypercare performance updates
Manage escalations service gaps and transition risks within defined timelines
Ensure business continuity planning and risk mitigation are in place during early-stage delivery

3. Client Engagement & Stakeholder Management

Build strong working relationships with key client stakeholders during onboarding
Establish executive-level engagement cadence to reinforce confidence
Represent KMC with strong knowledge of service capabilities and onboarding methodology
Deliver high-quality onboarding presentations transition roadmaps and reporting materials

To apply you must be an expert on the following requirements:

Proven experience managing end-to-end client onboarding and structured hypercare programs (36 month lifecycle)
Strong understanding of SLA management service delivery frameworks and operational stabilization processes
Demonstrated ability to identify onboarding risks and implement mitigation strategies early
Experience managing executive-level client relationships and leading high-stakes escalations
Strong project management expertise (milestone planning risk tracking stakeholder alignment)
Ability to translate client contracts and scopes of work into actionable onboarding plans
Excellent written and verbal communication skills with strong presentation capabilities
Experience working cross-functionally with Sales Operations Finance HR and IT teams
Strong analytical skills with ability to interpret CSAT NPS operational metrics and performance dashboards

It will also be favorable if you are knowledgeable in:

Minimum of 57 years experience in client services account management onboarding or service delivery roles
Bachelors degree in Business Management or related field (Masters degree preferred)