Client Onboarding Manager

Summary

Join our team as Firstbase Client Onboarding Manager and play a key role in shaping the ideal customer onboarding experience while managing multiple Enterprise Customers and collaborating with cross-functional teams.

Requirements

• Bachelor's degree in relevant field, or equivalent work experience
• 3+ years of experience as an Engagement Manager, Implementation Consultant or Technical Account Manager
• Proven experience as a hands-on Engagement Manager or similar role
• Ideally experience in equipment supply chain management complexity
• Strong technical background in software or IT and can quickly pick up technical knowledge in areas such as end user computing (Laptop configuration, MDM, imaging, compliance, Apple and Windows device management)
• Excellent leadership and interpersonal skills
• Exceptional problem-solving and decision-making abilities
• Strong communication and presentation skills
• Ability to work effectively in a fast-paced, dynamic environment
• Flexible to work with a distributed team across the US, UK and Europe

Responsibilities

• Simultaneously manage the onboarding of multiple Enterprise Customers
• Engagement Management: Manage the relationship between Firstbase and new clients throughout onboarding of the service. Ensure client satisfaction, successful project delivery, and transition to BAU working alongside the Firsstbase CSM to deliver long-term value from the partnership
• Project Management: Collaborate with clients project teams and co-ordinate between internal teams to manage and deliver the scope of implementation activities including
• Introducing stakeholders to the Firstbase platform and service
• Providing comprehensive training and enablement to administrators on Firstbase functionality and operational processes
• Coordinating and tracking service activation tasks, including the arrangement of equipment deliveries, data imports, and other essential activities
• Technical Delivery: Demonstrate a strong grasp of the technical intricacies of projects, allowing you to take ownership and actively participate in the implementation process. This encompasses
• Managing the configuration and setup of client tenants
• Configuring and managing customer Integrations and testing
• Providing valuable guidance to clients on integrations and APIs, collaborating closely with our product teams to address any gaps requiring additional development efforts
• Serving as a knowledgeable and trusted advisor in all aspects of our SaaS and operational platform
• Functional Leadership: Assess the current onboarding model and evolve best practices and materials to deliver a quality client experience
• Create client-focused training materials to empower self-assistance, ensuring clients have the resources they need for success
• Maintain thorough project documentation, including status reports, to ensure transparency and effective communication
• Identify and explore potential commercial opportunities to expand our implementation services
• Collaborate with the Product and Operations teams to identify and address onboarding challenges and streamline processes
• Proactively seek opportunities for process enhancement and foster knowledge-sharing of best practices throughout the organization
• Lead and motivate internal cross-functional teams involved in client onboarding activities to meet project objectives and timely go-lives
• Collaborate with internal teams to address technical issues, escalations, and custom requirements
• Maintain regular communication with clients, addressing their concerns, and providing updates on project progress
• Identify potential risks and issues that may impact project delivery and develop mitigation strategies
• Implement and oversee quality control processes to ensure the highest standard of project delivery