Principal Client Onboarding Manager

2 days ago

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Agero, Inc.

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Agero is working with leading vehicle manufacturers and insurance carriers to drive the next generation of roadside assistance technology forward$1. .$1

Roadside Assistance • Claims Management • Award Winning Response Centers • Accident Management • Emergency Response

1001 - 5000

Description

• Develop and execute a comprehensive onboarding strategy that aligns with organizational goals and enhances customer satisfaction. • Collaborate with a team of functional specialists and managers, fostering a culture of excellence and continuous improvement. • Establish standardized onboarding processes, documentation, and resources to ensure consistency and efficiency. • Collaborate closely with the sales engineering team to translate customer requirements into technical solutions during the onboarding process. • Act as a liaison between sales, engineering, and onboarding teams to ensure a smooth handoff and effective communication throughout the onboarding journey. • Leverage your sales operations expertise to streamline and optimize onboarding workflows, ensuring efficiency and alignment with sales strategies. • Work closely with sales operations teams to ensure accurate and efficient provisioning of resources and services during onboarding. • Utilize data analytics to monitor, measure, and optimize the effectiveness of onboarding processes and workflows. • Define and track key performance indicators (KPIs) to evaluate onboarding success, providing data-driven recommendations for continuous improvement. • Analyze customer feedback and engagement metrics to identify areas for enhancement in the onboarding journey. • Collaborate with cross-functional teams, including sales, product, engineering, and customer success, to align on onboarding strategies, objectives, and priorities. • Act as a trusted advisor to customers, understanding their unique requirements and ensuring a tailored onboarding experience. • Foster a customer-centric mindset throughout the onboarding process, emphasizing the delivery of exceptional value and a positive customer experience. • Proactively anticipate customer challenges and develop solutions to address them, ensuring high levels of customer satisfaction and loyalty. • Provide training and guidance to the onboarding team, ensuring they have the necessary skills and knowledge to deliver high-quality onboarding experiences. • Stay informed about industry trends, best practices, and emerging technologies in onboarding, sales engineering, sales operations, and data analytics.

Requirements

• Bachelor’s degree preferred • SalesForce, Hubspot or other CRM experience preferred • Jira, Smartsheet, or other PM tool experience fundamental • 10+ years’ experience with project / program management, preferably related to software development; PMP, CSM or similar certifications strongly preferred • Experience in client-facing roles and enthusiastic about overcoming challenges and delighting clients by meeting or exceeding their expectations • Experience working with cross-functional, remote teams and ability to influence without formal authority • Experience documenting business requirements and/or functional specifications and able to provide samples • Experience mentoring / coaching junior resources; team leadership experience preferred • Must be self-directed and work with minimal supervision • Must be able to set and work within deadlines while managing time and task prioritization effectively • Must have exceptional communication skills (verbal & written) • Must have excellent analytical and quantitative skills – ability to use hard data and metrics to back up assumptions, recommendations, and drive actions