Program Manager, Onboarding

Ansira Partners
United States, Washington
Aug 18, 2024
As the Program Manager of Client Onboarding, you will be responsible for organizing, leading, and managing the end-to-end process of onboarding new clients to our products and services. You will work closely with the sales, product, engineering, design, and support teams to ensure a smooth and successful transition from prospect to customer. You will also oversee training, documentation, and feedback collection for onboarding initiatives. As Program Manager, you will focus on sprint projects for enterprise clients and work with the Director of Client Onboarding to enhance the client journey for all net new customers. Supervisory Responsibilities: Review team schedules to ensure adequate coverage for onboarding activities. Assign project delivery tasks and responsibilities, offering guidance and support as needed. Duties and Responsibilities: Evolve Process: Work with the Director of Client Onboarding to develop and implement a scalable and efficient client onboarding process that aligns with the company's goals and customer needs. Escalate Issues: Identify and escalate any progress-halting blockers to appropriate stakeholders for resolution. Coordinate Delivery Team: Lead the establishment of workflows and team optimization across US and global teams to ensure efficiency and meet goals and SLAs. Anticipate internal hurdles and course-correct to prevent workflow inefficiency. Review Process: Collect and analyze feedback from clients and internal teams to evaluate and improve the onboarding process and customer satisfaction. Organize and Deploy: Establish and maintain best practices and standards for onboarding documentation, tools, and systems. Create and distribute materials that support the delivery of high-quality work. Manage a positive, proactive, operations and service-oriented team. Prioritize Projects: Identify and prioritize projects based on strategic business objectives and resource availability. Create & Track Project Milestones:Develop a detailed project plan to track progress and key milestones. Drive Team Action Items: Ensure all project-related action items are tracked and completed promptly. Track KPIs: Monitor project performance through key performance indicators to ensure project success and alignment with business goals. Track Questions and Risks: Maintain a log of critical questions and potential risks, developing mitigation strategies as needed. Mentor and Lead: Identify strengths and areas of opportunity, providing both positive and constructive feedback Qualifications: Bachelor's degree in business, management, or relevant experience At least 5 years of experience in program management, project management, or customer success in a software or technology company. Proven track record of leading and managing complex and cross-functional projects from start to finish. Excellent communication, collaboration, and problem-solving skills. Strong customer orientation and ability to build and maintain positive relationships with clients and internal teams. Proficient in using project and platform management tools, such as Salesforce, Jira, Sharepoint, or Microsoft Teams. Familiarity with software products and services, such as CRM or SaaS Multimedia digital expertise Advanced understanding of industry trends and a passion for technological innovation Advanced knowledge of programs and products Ability to lead, measure success against goals, and challenge team members in an honest, open, and constructive style Strong Math, writtenandverbal communication skills, as well as proven problem-solving and multi-tasking abilities Deep Excel knowledge to assist with complex ad hoc reporting analysis Ability to provide proactive, strategic thinking and thought leadership with the agency Comfortable solving conflict internally and externally Experience with Microsoft Office applications including Word, Excel, Outlook, PowerPoint A natural curiosity and an eager desire to learn Preferred Qualifications: Experience in a leadership role within an onboarding or client services department. Proventrack record of improving processes related to client satisfaction.