Onboarding & Client Success Manager

Job Summary:  

The Onboarding & Client Success Manager plays a crucial role in ensuring a seamless and efficient onboarding experience for new credit union clients integrating with our software products. This role serves as the primary point of contact for new clients, guiding them through the implementation process, addressing technical and operational concerns, and ensuring a successful transition to our platform. Collaborating with internal teams to streamline onboarding workflows, improve customer experience, and drive client satisfaction is a key aspect of this position.  Additionally this role emphasizes building strong relationships with clients, understanding their needs, and collaborating closely with the sales team to facilitate a smooth transition from sales to implementation. Ongoing, Client Success management plays a crucial role in driving client engagement and retention.

Key Responsibilities:

Client Onboarding

- Serve as the primary liaison for new credit union clients throughout the onboarding process.

- Take the handoff from the client success and sales teams, ensuring a smooth product implementation.

- Provide hands-on guidance and support to clients, helping them navigate platform features and functionalities.

- Ensure that all onboarding tasks, milestones, and follow-ups are on track and completed on time.

- Coordinate with internal and external teams to execute onboarding initiatives effectively.

- Document client onboarding progress, identify pain points, and propose solutions to enhance the process.

Process Improvement & Reporting

- Continuously assess the onboarding process, identifying areas for optimization and efficiency.

- Gather feedback from clients to enhance the onboarding experience and drive continuous improvement.

- Monitor and report key onboarding metrics to internal stakeholders, ensuring visibility into client success.

Client Relationship Management

• Build and maintain strong relationships with clients, serving as their primary point of contact for inquiries and support.
• Regularly engage with clients to understand their needs, gather feedback, and address any concerns.

Customer Satisfaction

• Monitor client satisfaction levels, proactively identifying opportunities for improvement and ensuring client needs are met.
• Conduct regular check-ins and follow-ups to assess client satisfaction and gather insights on their experiences.

Collaboration with Sales Team

• Work closely with the sales team to understand client expectations and provide insights that support the sales process.
• Assist in presenting solutions to potential clients during the sales cycle to ensure alignment with client needs.

Training and Support

• Provide training and support to clients on product features and best practices, ensuring they maximize the value of the services offered.
• Create and distribute training materials and resources to facilitate client education.

Performance Tracking and Reporting

• Track client engagement metrics and success indicators, providing regular reports to internal stakeholders on client satisfaction and retention.
• Identify trends and insights that can inform improvements to onboarding processes and client support.

Qualifications:

- Previous experience in the credit union or financial services industry.

- Proven experience in client onboarding, implementation, or customer success.

- Strong project management and organizational skills with the ability to manage multiple clients simultaneously.

- Excellent communication and interpersonal skills with a customer-centric mindset.

- Ability to work independently and collaboratively in a fast-paced environment.

- Experience with software implementation and training is a plus.