Client Onboarding Manager

Resp & Qualifications

Although this position is remote, candidates must live in the MD, DC, VA area in order to travel into the offices on occasion.

PURPOSE:

The Client Onboarding Manager (OM) serves as the primary point of contact for new clients and provides them with an excellent experience throughout the onboarding lifecycle. The OM works directly with the Sales Team to ensure a smooth transition of new customers. Responsible for guiding new clients through their first days of implementation by creating and delegating tasks to appropriate stakeholders, managing those tasks to their completion, maintaining the implementation schedule, leading efforts in identifying potential risks and resolving challenges, and providing transparent communication to all stakeholders. The OM is an advocate for new clients to ensure needs are met. Solely responsible for the overall success of new business implementations, setting and managing expectations, and exercising sound independent judgment in decision-making to ensure a positive onboarding experience. This position requires strong client-facing and relationship management skills in order to build strong, successful partnerships between all parties.

ESSENTIAL FUNCTIONS:

• Acts as the single point-of-contact for new business implementation, both internally and externally. Utilizes independent judgment and makes discretionary decisions with respect to client needs throughout the implementation. Mediates and coordinates resolution of all project deliverables and implementation related issues.

• Works RFQ and RFP process with the Proposal Team in providing any necessary implementation work plans and timelines. Evaluates impact of customer-requested exceptions and develops reasonable alternatives to satisfy clients needs while minimizing impact on systems and operations.

• Collaborates on review, analysis, and development of recommendations for the design of complex accounts and benefit structures based on customers objectives and systems, administration, and reporting requirements. Involved in finalist presentation preparation and attends finalist meetings to review implementation.

• Confirms final benefits and conducts benefit audits. Completes presale and post-sale benefit documentation. Recommends benefit designs that align with