Client Onboarding Manager

This is a fully remote position, open to applicants in Colorado, +7 more states.

📋 Description

• Take charge of the customer onboarding process from the internal handoff through to go-live and initial payroll stabilization.

• Oversee a portfolio of customers sourced through partnerships.

• Develop implementation strategies centered around the first clock-in, payroll cycles, training needs, and payroll-processing timelines.

• Facilitate kickoff meetings, setup processes, training sessions, and client payroll activities.

• Ensure maintenance of timelines, responsibilities, next steps, risks, and customer communications.

• Lead the discovery phase and solution design by comprehending workflows and converting business requirements into Connecteam configurations.

• Recognize complex requirements and devise suitable solutions.

• Configure Connecteam account settings and oversee integrations.

• Educate clients on the Connecteam platform and the integration process.

• Provide training for managers on time-tracking and payroll workflows.

• Tailor training to accommodate customer size, structure, and complexity.

• Collaborate with partner Implementation Managers, Sales, Support, Product, Integrations, and leadership teams.

• Investigate workflow challenges, ascertain ownership, and direct issues accordingly.

• Escalate payroll-impacting risks with comprehensive documentation.

• Maintain account records, architectural decisions, risks, next steps, and handoff documentation.

• Assist customers through their first one to three payroll cycles as required.

⛳️ Requirements

• A minimum of 2 years of experience in implementation, onboarding, or a customer-facing SaaS role involving SMB and Mid-Market clients.

• Proven project management abilities, including handling multiple customer implementations and priorities concurrently.

• Exceptional communication, presentation, and training capabilities.

• Proficient in conveying technical concepts to both technical and non-technical audiences.

• Tech-savvy with a knack for rapidly learning software, troubleshooting issues, and comprehending integrations and data flows.

• Strong organizational skills with a keen eye for detail.

• A customer-first mindset when managing complex implementations.

• Capacity to cultivate trusted relationships with customers, internal teams, and external partners.

• Robust problem-solving skills, sound judgment, and the ability to navigate uncertainty and shifting customer requirements.

• Preferred: experience with payroll, HRIS, workforce management, scheduling, time and attendance, or employee management platforms.

• Preferred: experience in supporting payroll implementations, PEO environments, or multi-location/multi-entity organizations.

• Preferred: experience in a partner-led or channel-based customer environment.

🏝️ Benefits

• Medical, dental, & vision coverage.

• Paid time off for vacation and sick days.

• 401k plan.

• Employee training and professional development opportunities.

• Weekly happy hours.

• Holiday parties.