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On-Boarding Manager

Company: One Source Communications
Location: Greenville
Posted on: March 24, 2020

Job Description:

Job Summary: The On-Boarding Manager is responsible for project managing new customer on-boarding with all internal departments and the customer. The associate is responsible for maintaining excellence in relationships with customers, vendors, partners, and other departments; maintain standards and conduct that reflect One Source values and set an example for others to follow. Supervisory Responsibilities: None Duties/Responsibilities: Take ownership for successfully transitioning each client from contract signature to steady-state according to workflows and On-Boarding Resource Guide. Assist and/or lead in training process for new and existing team members as necessary. Work closely with Account Executives, Channel Managers, Solution Engineers, and Customer Success Managers to transfer account knowledge from pre-sales teams to post-sales teams. Collect and analyze customer onboarding data, including customer feedback on their experience, to determine successes and areas for future improvement Partner with Customer Success and Sales teams to validate agreements, billing start date, contract effective date, payment method, and fee structures. Work with Customer Success to generate renewal agreements for each service line. Partner with Customer Success to ensure that the Client On-Boarding meets the needs of existing CLM customers for new location and/or new billing account on-boarding. Take ownership of relationship between One Source and key client contacts during the On-Boarding period. Serve as an escalation resource within One Source to engage key client contacts; especially, when a client becomes non-responsive. Facilitate cross-departmental on-boarding activities as necessary to ensure timely delivery of service. Push internal teams to continually strive for excellence. Ensure key on-boarding milestones including but not limited to first invoice, first payment, and project kick-offs happen during critical workflow stages and timelines. Distribute internal announcements when on-boarding milestones are met so all departments are aware of new client activations. Translate client needs into actionable solutions that can be implemented Be willing to assist On-Boarding Specialists in inventory builds including contacting vendors and providers as necessary to complete account details and build new client inventory. Follow On-Boarding Resource Guide for workflow and key action items for each service line. Be flexible for each On-Boarding and take the necessary steps to fill in any gaps that may arise. Project manage major projects as assigned by management. Cultivate relationships with key contacts for all new clients. Outside of normal work hours, be available to respond to client requests and needs based on level of importance. Respond to critical items during this period. Engage internal escalation resources outside of normal hours for critical items needing immediate attention. Use good judgement and discernment in doing so. Must be able to travel for an extended period of time and work flexible hours with the understanding that workdays can be in excess of normal hours and some weekend work may be required. Required Skills/Abilities: The individual should have the ability to read and interpret documents such as telecommunications solutions and invoices, terms and conditions, accounting reports and contractual agreements. The individual should also have the ability to write routine reports and correspondence and the ability to speak effectively before groups of customers or employees of the organization. The individual should have the ability to calculate figures and amounts such as discounts, interest, commissions and proportions. The individual should also be able to apply concepts of basic algebra. The individual will be able to define problems, collect data, establish facts, and draw valid conclusions. The individual should also have the ability to interpret a variety of technical instructions and deal with several abstract and concrete variables. Education and Experience: The individual will preferably have earned a Bachelor---s degree (B. A.) in a related field from a four-year college or university. Two to three years related experience, training and/or equivalent combination of education and experience will be considered. To perform this job successfully, an individual should have knowledge of Microsoft Office programs (Word, Excel, PowerPoint, and Outlook). Knowledge of accounting software, database software and/or project management software is helpful but not required.

Keywords: One Source Communications, Greenville , On-Boarding Manager, Executive , Greenville, North Carolina

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