Role Description and Mission:

The Principal Client Onboarding Manager is responsible for driving client implementations to support multiple lines of business and client contracting initiatives. This is an ideal job for someone who is delivery and client-focused, a self-starter, exercises sound business judgment, seeks continuous improvements, and is a strategic thinker with an extraordinary attention to detail. The successful candidate will be a quick learner with the ability to initiate and make difficult decisions, work well within a team environment, can build relationships effortlessly, and can follow through and drive results. It is also critical that the Principal Client Onboarding Manager has excellent communication skills and executive presence, as communicating and coordinating across a diverse set of internal and external stakeholders is a core job responsibility. 

Given Swoop’s nature as a software startup operating within a mature roadside managed services business, we have the unique opportunity to both leverage best practices from the industry leader, while also re-inventing our own processes that allow us to act nimbly and move quickly.  As such, the Principal Client Onboarding Manager should possess a continuous improvement mindset and be comfortable operating within a startup environment.

Key Outcomes:

Onboarding Strategy and Leadership

• Develop and execute a comprehensive onboarding strategy that aligns with organizational goals and enhances customer satisfaction.
• Collaborate with a team of functional specialists and managers, fostering a culture of excellence and continuous improvement.
• Establish standardized onboarding processes, documentation, and resources to ensure consistency and efficiency.

Sales Engineering Integration

• Collaborate closely with the sales engineering team to translate customer requirements into technical solutions during the onboarding process.
• Act as a liaison between sales, engineering, and onboarding teams to ensure a smooth handoff and effective communication throughout the onboarding journey.

Sales Operations Excellence

• Leverage your sales operations expertise to streamline and optimize onboarding workflows, ensuring efficiency and alignment with sales strategies.
• Work closely with sales operations teams to ensure accurate and efficient provisioning of resources and services during onboarding.

Data-Driven Onboarding

• Utilize data analytics to monitor, measure, and optimize the effectiveness of onboarding processes and workflows.
• Define and track key performance indicators (KPIs) to evaluate onboarding success, providing data-driven recommendations for continuous improvement.
• Analyze customer feedback and engagement metrics to identify areas for enhancement in the onboarding journey.

Stakeholder Collaboration

• Collaborate with cross-functional teams, including sales, product, engineering, and customer success, to align on onboarding strategies, objectives, and priorities.
• Act as a trusted advisor to customers, understanding their unique requirements and ensuring a tailored onboarding experience.

Customer-Centric Approach

• Foster a customer-centric mindset throughout the onboarding process, emphasizing the delivery of exceptional value and a positive customer experience.
• Proactively anticipate customer challenges and develop solutions to address them, ensuring high levels of customer satisfaction and loyalty.

Training and Development

• Provide training and guidance to the onboarding team, ensuring they have the necessary skills and knowledge to deliver high-quality onboarding experiences.
• Stay informed about industry trends, best practices, and emerging technologies in onboarding, sales engineering, sales operations, and data analytics.

Skills, Education, and Experience:

• Bachelor’s degree preferred
• SalesForce, Hubspot or other CRM experience preferred
• Jira, Smartsheet, or other PM tool experience fundamental
• 10+ years’ experience with project / program management, preferably related to software development; PMP, CSM or similar certifications strongly preferred
• Experience in client-facing roles and enthusiastic about overcoming challenges and delighting clients by meeting or exceeding their expectations
• Experience working with cross-functional, remote teams and ability to influence without formal authority
• Experience documenting business requirements and/or functional specifications and able to provide samples
• Experience mentoring / coaching junior resources; team leadership experience preferred
• Must be self-directed and work with minimal supervision
• Must be able to set and work within deadlines while managing time and task prioritization effectively
• Must have exceptional communication skills (verbal & written)
• Must have excellent analytical and quantitative skills – ability to use hard data and metrics to back up assumptions, recommendations, and drive actions

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario