Manager, Client Onboarding

Location: Cincinnati, OH

Type: Full Time

Min. Experience: Experienced

About Clubessential

Clubessential provides cloud-based software solutions to the private club industry and is an Inc. 5000 fastest growing company. Our dedication to client success through technology innovation, industry expertise, exceptional service and beautiful design has helped us attract the business of some of the top clubs in the country including Hilton, Trump Golf, Four Seasons, Congressional Country Club, Pinehurst, Marriott and over 1400 other clients.

 

Manager, Client Onboarding

Client onboarding is at the heart of our business.  Getting clients off to the right start with Clubessential is the key to onboarding and retaining engaged, satisfied and loyal clients.  Our goal is to bring to life the client’s decision of choosing Clubessential as a long term partner key to their club’s ongoing success.  

 

As Manager, Client Onboarding you will lead the project management team responsible for successfully transitioning clients to Clubessential’s suite of services and lead top tier projects.  It is expected that you will recommend and implement process improvements to create efficiencies for the organization as well as understand and improve the key performance indicators for high quality projects. The keys to success in this role will be confident and competent leadership of associates, timeline management, cross functional relationship management, setting of client expectations, task coordination and accountability, quality assurance, and proactive communication and reporting to both internal resource teams and external clients.

 

Responsibilities

  • Provide vision, leadership, training and coaching to all team members relative to a best-in-class client onboarding experience
  • Ensures the delivery of profitable services engagements with high customer satisfaction ratings to meet revenue and margin goals
  • Lead a team of project managers to facilitate effective and accurate onboarding of our suite of products
  • Bring the client member experience to life by understanding project goals and objectives as communicated from sales and confirmed by clients
  • Maintain and internally communicate status and key performance indicators of Clubessential’s implementation pipeline, including revenue, costs and gross margin forecasts
  • Manages higher tier, more complex projects and clients
  • Record, track and manage projects through weekly project status reviews and stakeholder communication
  • Enhance department and organization standards through improvements to processes and tools to ensure consistent client onboarding experiences
  • Evaluate workflow and associate capacity to maximize resources and to provide highest level of client service
  • Appropriately set and manage client expectations of project tasks, critical sign-off stages, and milestone schedules. 
  • Leads Services scoping and pricing discussions with customers and provides product and industry insight and leadership that result in the definition and proposal of optimal solutions for our customers. Close the deal
  • Partners with Sales to ensure that sales pipelines are well understood and that the Professional Services group is prepared to respond to delivery needs
  • Interact with and coordinate the involvement of cross-functional teams (design, implementation and technical services) as needed to meet project objectives.
  • Establish and drive project timeline and desired results, including on time, on budget, in-scope delivery.
  • Partner with Client Support to effectively transition clients from onboarding to ongoing maintenance
  • Maintain a high level of client satisfaction with net promoter as a key indicator. Implement transactional client survey process at project go-live completion.
  • Other duties as assigned

 

Requirements

  • Four year college degree
  • Passion for people leadership and development
  • Highly effective communication, time management and organization skills
  • 10+ years of experience with project plan development and management experience
  • 5+ years of experience working in SaaS software technology
  • Proven track record of success in project management maintaining excellence across project portfolio
  • Technical background that will facilitate an understanding of technical capabilities, accuracy of estimates and efficacy of solutions.
  • Proven ability to build and maintain customer relationships
  • Actively works towards process improvements
  • Effective problem solving skills
  • Independent thinker & self-starter
  • Ability to deep-dive software applications and become technically proficient  
  • Excellent written and oral communication skills, ability to set expectations and communicate goals and objectives to customers and teammates
  • Excellent analytical skills and ability to develop processes and methodologies
  • Detail and action-oriented with the ability to rapidly learn and take advantage of new concepts, business models and technologies
  • Ability to multi-task in a fast-paced, growth environment

 

Preferred Qualifications

  • Project management certification, PMP or advanced degree
  • Experience using Salesforce and project management software (ex. Mavenlink)
  • Experience in the club or hospitality industries
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