Client Onboarding Manager

Avetta’s SaaS platform connects the world’s leading organizations with qualified suppliers, contractors, and vendors. We bring unmatched visibility to companies through cloud-based technology and human insights. As a result, we foster sustainable growth for businesses and their supply chains. Our SaaS subscription software is used by 85k+ active customers in over 100 countries. 

SUMMARY 

An ideal Senior Client Onboarding Manager needs to be motivated, results-driven, and can work with client users to lead efficient and successful onboarding campaigns. The Senior Client Onboarding Manager will drive revenue from Supplier Registrations by managing and overseeing Registration Campaign launches and CIA submissions, while using best practices to ensure desired outcomes. They will work directly with client stakeholders, internal project team members, and supplier sales leadership. We are looking for self-starters who are resourceful and have demonstrated a high degree of discipline in their academic and professional pursuits. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Set clear expectations with clients and foster two-way communication, establishing Avetta as a trusted partner and expert
• Support our clients on-site and in their systems as needed
• Assist client stakeholders on gathering their supplier list in the appropriate format including all required data
• Coordinate the scope, enrichment, prioritization, strategy, and quality assurance of the client’s supplier list
• Collaborate with clients and Avetta’s Supplier Communications team to draft a co-branded communication plan for both the client’s internal employees and their suppliers
• Coordinate the communications being sent to the appropriate recipients at the appropriate time from the client and Avetta to drive the intended outcomes
• Assist client stakeholders in implementing good change management best practices within their business’ policies and procedures
• Coordinate with Account Management and Technical Resources when there is an opportunity for integration/automation/API.
• Disseminate critical client-specific information to internal teams
• Generate and manage Supplier Registration reporting at various levels of our clients’ organization (Company/BU/Region/Site/Submitter) to meet client SLAs, drive efficiency and quality for customers, track progress and outcomes, and strategize on next steps.
• Train client users on the use of our product features related to supplier registration such as: submissions, reporting, and feedback.
• Handle customer escalations and maintain regular reporting updates
• Collaborate with internal teams to create smooth transition from Client Onboarding Manager (COM) to Client Success Manager (CSM) after launch

PREFERRED QUALIFICATIONS: 

• 4-5 years of experience in customer onboarding, or a combination of 2+ years in onboarding with additional experience in Implementation and/or Customer Success roles.
• Sales experience is a plus, but not required.
• Proficiency in one of the following languages: French or Spanish.
• Candidate must display high energy, high passion level, determination, and perseverance.
• Candidate must display comfort level with working with and committing to aggressive goals.
• Professional phone presence and excellent communication skills are required, both written and verbal.
• Ability to work independently and as part of a team.
• Able to work in fast-paced, self-directed entrepreneurial environment.
• Excellent time management skills.
• Strong Decision-making, problem resolution, and creative thinking skills.
• Able to multi-task the activities with shifting priorities.
• 2+ years of CRM (Salesforce.com) experience.
• Experience with Microsoft Office suite of products.
• Successful candidates will demonstrate regular and predictive attendance as a fundamental aspect of their commitment to the role and our team.

METRICS THAT MATTER: 

• Supplier List Management
• Communication Management
• Implementation and Documentation of Change Management Best Practices
• Conversion Percentage of Managed Campaigns
• Client Feedback Training and Management
• Reporting Accuracy and Presentation
• Client Interaction Survey Scores

PREFERRED EDUCATION, TRAINING AND EXPERIENCE (if applicable): 

• Bachelor’s degree
• Project Management certification or training is a plus