Client Onboarding Manager

Operations Nashville, Tennessee


Description

An Onboarding Manager is a vital part of the Operations team, accountable for the initial implementation and onboarding of new client accounts. An Onboarding Manager is responsible for the organization, management and integration of accounts. In addition, an onboarding manager oversees the facilitation of team training and resolving customer issues to bring about the successful completion of new customer implementation. An Onboarding Manager also has a major role in creating new processes internally and needs to be able to adjust quickly to changing circumstances.

 

Key Responsibilities:

 

An Onboarding Manager will be responsible for the following but not limited to:

  • Primary contact during the first 30 - 45 days of new customer experience
  • Cross-functional process expertise for sales delivery and marketing delivery
  • Manage potential escalations during onboarding process
  • Manage all account connections (delivery and integration related)
  • Facilitation of team trainings while supporting delivery leaders during implementation of best practices
  • Ownership of client issue resolution during onboarding process
  • Document, review and communicate organic and formal feedback from clients
  • Build new processes and work cross-functionally to create a smooth onboarding experience 
  • Ownership of the development and deployment of systems and tools to support the continuous improvement of onboarding process

Qualifications:

  • Bachelor's Degree in Communications, Business Management or related field
  • Minimum 2 years of experience in a customer service / customer facing role
  • Proficient in google suite (gmail, slides, docs, etc.)
  • Monday.com experience preferred
  • Highly organized and detail oriented
  • Excellent written and oral presentation skills
  • Solutions oriented critical thinker / problem solver

An Onboarding Manager will be accountable for the following KPI’s:

  • Onboarding Survey: Client quarterly average of 4.5 stars 
  • Onboarding Survey: Internal quarterly average of 4.5 stars
  • Onboarding Survey: 100% completion rate

 

Additional Information

  • Location: Nashville, TN, Hybrid schedule, Monday & Friday WFH, Tuesday-Thursday in the office
  • Unlimited PTO plan
  • 9 company holidays with a flex holiday
  • Healthcare benefits
  • 401k
  • Learning and career growth opportunities
  • Monthly happy hours
  • Monthly catered lunch and learns in office
  • Smart casual dress code
  • Wellness Wednesday
  • Pet friendly office
  • Free coffee, beer fridge, ping pong table, pop-a-shot

JumpCrew is a customer acquisition platform that integrates sales and digital marketing to help clients grow brand awareness, leads, and revenue. JumpCrew is the perfect place for self-driven, dynamic people who want to learn and help businesses grow. If you take an entrepreneurial approach to problem-solving, work well in a high-growth, fast-paced environment, and are brave enough to not wear a seat belt in a rocket ship so you can lean closer to the stars; then JumpCrew could be the place for you!

The company is headquartered in Nashville, TN. JumpCrew has been recognized as the 2021 Winner for Nashville’s Best and Brightest Companies to Work For, the #1 best small company to work for in Nashville (2017), one of the best places to work in Nashville (2018 & 2019) according to the Tennessean and is one of Crunchbase’s 50 hot startups. For more information, visit https://jumpcrew.com/. #LI-Hybrid

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.