Job Title: Operational ExcellenceClient Onboarding Manager

Direct Report To: VP Of Operational Excellence

Summary

The OpEx Client Onboarding Manager is responsible for ensuring that all awarded business is correctly onboarded and launches successfully. This is accomplished through the development and implementation of an onboarding framework that translates the sales contract into operational reality. This role involves working with the sales team and external customers to understand the scope of the contract and commitments made (including SLAs). The OpEx Client Onboarding Manager coordinates the effort to ‘stand up’ the new business by engaging the operations, client delivery and finance teams to ensure that all milestones are met, and the launch is successful.

The OpEx Client Onboarding Manager must have a positive, client-orientated outlook as they are serving in part as an ambassador for Spencer to clients, many of whom are working with us for the first time.

The successful candidate will be solutions-focused and able to identify strategies to streamline the onboarding process and develop best practices that will enhance the client’s experience.

Our core values are…

One Team

Customer Excellence

Authenticity

Integrity

Accountability

It is critical that these values resonate with you, and you are willing to make a commitment to actively represent these values in the work that you do.

Role and Responsibilities – Primary

• Ensure that Sales has completed all documents and steps required for a successful Turnover – assisting if needed
• Facilitate turnover to ensure that Operations is correctly engaged
• Solution design – for new business that is not currently part of Spencer’s Core services
• Oversight responsibility to ensure that Operations and Spencer Internal Teams are completing preparation activities in time for the launch
• Determine if a new service is prepared to launch; identifying course correction as needed
• Ability to understand the big picture as well as the details
• Facilitate meetings driving teams toward consensus and solutions
• Coordinate projects – ability to manage many projects onboarding concurrently
• Develop robust, individualized project plans to meet go-live deadlines; lead and coordinate the overall client onboarding workstream in partnership with the client and internal teams
• Oversee, communicate, and complete key deliverable tasks, project milestones, and corresponding deadlines associated with the onboarding
• Evaluate, address and/or escalate client onboarding issues to ensure timely resolution.
• Provide regular status updates of onboardings and conversions to new clients. Weekly project calls should be held with stakeholders and project plans should be maintained to track progress.
• Create and implement performance dashboards
• All other duties as assigned.

Required Skills/Experience

• Ability to interact at an executive level
• 10 years of Project Management required
• 7 years of Account Management preferred
• Role may require travel approx. 25% of the time.
• Positive outlook; turns problems into opportunities; growth mindset
• Proven experience managing multiple competing large-format projects in a flexible/changing environment with an ability to prioritize competing deliverables and properly delegate.
• Highly collaborative approach; Comfort working in cross-functional teams and facilitating the resolution of issues to meet client and internal staff expectation; skilled at creating partnerships and strong working relationships
• Excellent verbal communication and presentation skills with strong executive presence; comfortable presenting strategic/data-driven content to decision-makers and SMEs in-person and virtually.
• Expert administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.
• Exhibit strong team leadership and decision-making skills
• Excellent leadership capabilities, strong judgment, and the ability to work effectively with and influence clients, team members, management, and external teams
• Strong analytical, problem solving, and planning ability
• Bachelor’s degree or equivalent experience in a related field

Job Type: Full-time

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Experience level:

• 10 years

Schedule:

• 8 hour shift
• Monday to Friday

Travel requirement:

• Up to 25% travel

Ability to commute/relocate:

• Medway, MA 02053: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: Remote

Please Note :
clarksonsquarenyc.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksonsquarenyc.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.