Client Success Onboarding Manager

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 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 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.

Youll 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 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.

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

Required Experience:

Manager