Implementation Lead

1 month ago

Dawlish, Devon, United Kingdom ISL Talent Full time

Director of Client Onboarding

Location: Hybrid role

Salary: up to £75k

Role Overview

As the Director of Client Onboarding, you will be responsible for ensuring the successful delivery of our solutions to both new and existing clients. Your proactive approach will help identify and address any challenges, ensuring that every implementation leads to positive customer outcomes. You will manage a diverse range of onboarding projects, each with its own level of complexity, while continuously seeking opportunities for improvement and added value. Building strong relationships with clients and applying rigorous project management practices will be key to your success. You will also become a subject matter expert on our platform, collaborating with various teams to meet client needs effectively. Your ability to communicate across functions and maintain transparency will be essential in this role.

Key Responsibilities:

  • Overseeing the client onboarding process, ensuring a smooth transition from sales to platform utilization.
  • Serving as the main point of contact for clients, managing all communications and addressing inquiries throughout the onboarding phase.
  • Creating detailed onboarding strategies that align with client success and retention objectives.
  • Managing integration processes, identifying and resolving any gaps or issues that may arise.
  • Tracking and reporting on onboarding milestones, coordinating with internal teams and providing updates to relevant stakeholders.
  • Facilitating early user activation and effectively addressing user queries and challenges.
  • Continuously refining onboarding procedures to boost efficiency and enhance client satisfaction.

Required Experience:

  • Experience in project management for the implementation of SaaS solutions with large, complex enterprise clients.
  • Proven track record in managing client relationships and overseeing the complete onboarding journey.
  • Ability to deliver multiple concurrent projects in a dynamic environment.
  • Expertise in developing and executing technology, process, and business transformation initiatives.
  • Familiarity with business and process change management methodologies.
  • Experience in conducting sessions to define current and future operational states.
  • Preferably, experience in HR technology or a demonstrated ability to quickly adapt to new products and sectors.
  • Exceptional communication and influencing abilities, both written and verbal.
  • High proficiency in digital tools, including analytics, spreadsheets, and presentation software.
  • Strong organizational capabilities with a focus on efficiency and ongoing improvement.

To thrive in this role, you will need to be adaptable and ready for a start-up environment. A proactive mindset, a positive attitude towards change, and a commitment to continuous improvement are essential. You should be comfortable working at a fast pace and navigating ambiguity.

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