Client Onboarding Manager

Summary

Join HST Pathways as a Client Onboarding Manager and lead a team responsible for the successful onboarding of new and existing clients. You will oversee the entire implementation process, ensuring timely project completion and high client satisfaction. This remote position requires 1-3 years of management experience and 2-3 years of implementation and training experience in a similar role. You'll need strong organizational, communication, and team-building skills to manage a high-volume workload in a fast-paced environment. The role involves coaching and mentoring team members, collaborating with various stakeholders, and ensuring adherence to defined processes and metrics. HST Pathways offers a comprehensive benefits package including remote work, health benefits, paid time off, paid parental leave, 401k matching, and a learning and development allowance.

Requirements

• 1-3 years of management experience
• Minimum of 2-3 years of Implementation and Training experience at HST or similar
• Ability to manage and lead a team to successfully deliver projects meeting timelines and key milestones
• Strong organization skills
• Excellent oral and written communication skills for internal and external communication
• Excellent interpersonal and team-building skills
• Ability to be a self-starter, team player, detail-oriented, and able to multi-task

Responsibilities

• Oversee and facilitate the client onboarding process for new and/or existing clients for all HST application offerings
• Ensure the successful initiation, planning, execution, monitoring, and closure of an implementation
• Ensure the overall success of the onboarding team, resulting in the team hitting defined goals and metrics
• Provide direct support and education to team members to ensure defined processes are adhered to
• Serve as the primary escalation point for client implementation challenges identified internally or initiated by clients
• Utilize internal and external resources for successful and timely completions of project tasks, monitoring customer satisfaction and success of the implementation
• Work in conjunction with other COMs, Client Services leadership teams as needed to coordinate resources
• Ensure staff and client training, as well as knowledge sharing for successful project implementation and training
• Attend meetings with internal leaders and departments as well as clients
• Travel as needed to ensure successful client implementations
• Coach, manage, and lead a team such that they are achieving team project targets, metrics, and goals and delivery in a way that results in high client satisfaction
• Support staff with all projects, including managing complex corporate projects; this may include supporting team members and/or managing resources and providing direction to meet the schedules required by the clients and the organization
• Lead high-profile and/or challenging implementations as needed
• Coach team members to ensure consistency across the team in processes and that all of their team members are successful in hitting goals and targets
• Track and coordinate ongoing staff training and provide the necessary materials for end-user training
• Collaborate with clients, sales, and other team members in defining, planning, implementing, and evaluating the project needs for a successful implementation and go-live
• Ensure the team works in partnership with internal and external customers and third-party vendors to provide operational expertise related to the HST applications and how they interact with other products
• Foster and facilitate strong account relationships between the team members, client leadership, corporate centers leadership, and standalone centers and their leadership
• Support the team with escalation and resolution of implementation delays and issues regardless of relation to HST applications or external vendors. Escalate to Director of Implementation as needed
• Assist with the development and ongoing maintenance of new hire onboarding. Ensure that new hires understand and complete the training process and have the necessary job-related equipment and materials
• Assist the Director of Implementations and HR with recruiting efforts
• Complete employee annual evaluations, professional development plans, and performance improvement plans, including terminations
• Perform special projects as required by leadership
• Develop and/or present project status reports as required
• Perform other duties as assigned

Preferred Qualifications

• Bachelor’s degree
• Project management experience
• Proficient in MS Office and related products
• Ability to manage many ongoing activities and tasks in a fast-paced environment

Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance