Responsibilities
- Lead and grow a team of specialists and associate managers by promoting accountability, engagement, and high performance.
- Define measurable goals and performance standards that align with department objectives.
- Deliver consistent coaching, feedback, and development opportunities to enhance team skills.
- Manage workload distribution to maintain balanced capacity, productivity, and service quality.
- Oversee hiring, onboarding, and training processes to cultivate a high-performing team environment.
- Serve as a primary liaison for client-facing teams and stakeholders to align on project scope and timelines.
- Proactively identify client and partner needs and deliver solutions while building collaborative relationships.
- Coordinate with internal teams such as Implementation, Product, and Operations to ensure smooth project delivery and issue resolution.
- Provide clear, timely updates on project progress, risks, and outcomes to leadership and stakeholders.
- Manage multiple concurrent projects, ensuring on-time completion and compliance with quality benchmarks.
- Identify opportunities to improve processes for greater efficiency, scalability, and accuracy.
- Monitor team performance metrics and dashboards to promote accountability and ongoing improvement.
- Collaborate with peer managers to standardize best practices and streamline end-to-end workflows.
- Enforce consistent quality standards across all team deliverables.
- Conduct regular quality audits to detect trends and guide coaching initiatives.
- Create and maintain training materials and standard operating procedures to ensure role consistency.
- Promote a culture of operational excellence and knowledge sharing within the function.
- Ensure team adherence to documented processes, including SOPs, SLAs, and checklists.
- Supervise client communications to deliver a professional and positive experience from onboarding through activation.
- Resolve escalated client issues and support the team in addressing complex challenges.
- Collect and act on client feedback to drive improvements informed by survey data, NPS, and CSAT scores.
- Work with Technical Services, Sales, and Customer Success teams to enable seamless integrations and support.
- Analyze performance data using KPIs like installation time, satisfaction scores, and activation rates to identify improvement areas.
- Partner with Quality Assurance to verify process compliance and ensure client readiness for success.
Benefits
- Nationwide medical, dental, and vision insurance plans tailored to individual healthcare needs.
- Employer-matched HSA contributions for employees enrolled in high-deductible health plans.
- Company-paid life insurance and disability coverage.
- 401(k) retirement savings plan with annual employer match.
- Restricted Stock Units (RSUs) as part of total compensation.
- Pre-tax commuter benefits to support transportation costs.
- Paid parental leave for new parents.
- Paid time off including vacation, 10 company holidays (one floating), sick leave, and volunteer time.
- Monthly stipend for cell phone and internet expenses.
- Up to $2,000 annual reimbursement for education and professional development.
- Employee Resource Groups that foster community, belonging, and inclusion.
Compensation
Competitive base salary with performance incentives
Work Arrangement
Hybrid
Team
Managerial leadership role within Client Onboarding function
Other
- Work authorization in the U.S. is required.
- Visa sponsorship is not available for this role.
- Company participates in the E-Verify program.
Not available
