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Job Type
Full-time
Description
Job Summary:
E4E Relief empowers companies and employees to respond to crisis by providing a global, charitable solution in times of need. We partner with corporations nationwide to establish and administer disaster and hardship relief programs to assist their employees facing unexpected financial hardship. We offer a turnkey approach with an exceptional client experience from the moment they interact with E4E Relief. That is where you come in!
The Client Onboarding Manager, located in our Charlotte, NC headquarters, is responsible for leading and optimizing the end-to-end onboarding journey for new clients to ensure strong client relationships are built from the onset. Serving as the primary partner during this critical phase, the Client Onboarding Manager ensures clients feel welcomed to the E4E Relief community and come to feel empowered through the clear information they receive which helps build knowledge and understanding about their programs. This role offers consistent, proactive communication aimed at anticipating the client’s needs before questions arise and it is accountable for establishing trust from day one, ensuring that every new client receives a high-touch, efficient, and confident launch experience that sets them up for long-term success.
Reporting to the Sales Operations Manager, the Client Onboarding Manager will oversee the onboarding function and collaborate closely with relationship managers, the technology team, and operations stakeholders to build scalable onboarding practices with the goal of driving operational excellence and upholding our promise of delivering exceptional service as the preeminent deliverer of relief around the globe. The ideal candidate brings process ownership, cross-functional leadership, and a deep commitment to client satisfaction, transforming onboarding into a critical driver of client loyalty, impact delivery, and brand trust.
Supervisory/Functional Leadership Responsibilities:
- Foster high-performing and supportive team environment.
Essential Responsibilities:
The Client Onboarding Manager is accountable for the following responsibilities and corresponding performance outcomes; this list is not intended to be inclusive but instead provide insights around key priorities for the role.
- Proactive Client and Stakeholder Communication: Demonstrate exceptional verbal and written communication by providing timely updates, anticipating client needs, addressing concerns proactively, and building the trust and confidence necessary for a successful program launch.
- Own the End-to-End Onboarding Experience: Lead and manage the full onboarding lifecycle for new clients, ensuring a seamless, timely, and compliant transition from contract close to program activation.
- Collaborate Cross-Functionally for Seamless Delivery: Work collaboratively across internal teams, Technology, Sales and Client Success primarily, to ensure consistent execution of the onboarding process. Focus on skills development and work to establish a strong sense of accountability in delivering excellent client experiences from the start.
- Optimize Onboarding Processes and SOPs: Continuously evaluate and enhance onboarding workflows to improve efficiency, reduce manual effort, ensure regulatory compliance, and support repeatable excellence in client activation.
- Establish and Monitor Onboarding KPIs: Define and track key performance indicators (KPIs) (i.e., time-to-launch, client satisfaction, error rates) to drive continuous improvement, ensure SLA compliance, where applicable, and report on performance.
- Implement Scalable Quality Assurance Processes: Work with the Sales Operations Manager to develop quality checkpoints and audit processes to ensure onboarding consistency, accuracy, and compliance with regulatory standards.
- Champion Technology and Automation in Onboarding: Leverage onboarding platforms and digital tools to streamline client data collection, tracking, and communication - improving the speed and reliability of onboarding delivery.
- Focus on Strategic Vision for Client Growth and Readiness: Work to shape the roadmap for successfully launching a growing portfolio of new clients, aligning onboarding strategy with enterprise goals and client success outcomes
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Other duties:
- Performs other related duties as assigned.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice
Requirements
Required Skills/Abilities:
· Proficiency with Microsoft Office suite of applications and /or CRM systems with marketing suite tools · Strong project management and coordination skills with the ability to effectively work and manage multiple projects with an emphasis on quality and time management · Excellent interpersonal and communication skills, with the ability to build rapport and establish positive relationships with diverse stakeholders · Analytical mindset with the ability to gather and interpret data to drive informed decisions and measure the effectiveness of customer engagement efforts · Highly organized with strong attention to detail and time management · Ability to set priorities, handle multiple tasks and meet deadlines with a high degree of accuracy and urgency, while receiving deliverables from multiple team members · Able to work independently and as part of a team in a dynamic environment
Education and Experience:
· Bachelor's degree in a relevant field (e.g., Business Administration, Communications, Project Management, Management Information Systems) or equivalent experience · 1-3 years of experience in client onboarding, project -management\coordination or in a similar role · Proven experience in cross-functional collaboration, implementation management, or a related role · Proficiency in relevant software and tools, including CRM systems, email marketing platforms, and data analysis tools.
Physical Requirements:
- Occasionally moving about to accomplish tasks or moving from one worksite and/or workstation to another
- General ability to perform the essential functions and overall physical and mental requirements of this position, including stamina to perform tasks over extended periods and ability to occasionally move about to accomplish tasks or move from one worksite and/or workstation to another
Work Environment:
- Office environment
- Hybrid schedule- Monday and Fridays are remote, we are in the office Tuesday-Thursday.
Travel Required: