Client Onboarding Manager

295
Remote Working
Permanent
€Neg + Pension, Healthcare + Bonus

A multi-site Logistics provider, now seeks a Client Onboarding Manager with Logistics, Forwarding and Customs Clearance knowledge. The Client Onboarding Manager is the person responsible for ensuring that the client onboarding process goes smoothly. They are a cross-departmental leader and work with the Customs, Operations and Commercial teams to make sure that all objectives are met.

This is a remote role but attendance at an office in Dublin, Cork, Wexford or Coventry, UK can be facilitated. The company has a very ambitious management team and is happy to structure a package to attract a like-minded individual. 

Responsibilities & Duties:

  • Ensuring continuity between pre-sales and Customer Success.
  • Lead internal cross team meetings to make sure that everyone is on the same page and knows what the objectives are.
  • Minimise any confusion or miscommunication that may occur during the client's onboarding process.
  • Ensure that all departments are working together towards a common goal.
  • Manage the client on-boarding process.
  • Work with various departments to make sure that everyone knows what they need to do and when it needs to be done by.
  • Create an action plan for each new account so that there are no delays or confusion as far as who does what and when they're supposed to do them by.
  • Ensures that the client's experience is consistent throughout their entire journey with the company.
  • Ensure that all client communications are clear and that they understand what to expect at each stage of the process.
  • Act as a liaison between Sales and Customer Success so that neither team misses any important steps or information.
  • Coordinates client activities by holding regular client meetings.
  • Provide feedback to international teams as to the client's experience throughout the journey.
  • Provide regular client onboarding status reports.
  • Track success rates and implement process changes so that improvements can be achieved in the future.
  • Ensuring client satisfaction by constantly monitoring client accounts and resolving issues before they turn into major problems.
  • Ensuring that the client's needs are met while adhering to the company's policies and procedures.
  • Handling client escalations and complaints.

Experience, Education & Skills:

  • Experience within logistics sector with substantial experience operating in a team environment.
  • Ability to manage multiple onboarding projects simultaneously without loosing momentum or client engagement
  • Experience in a fast-paced operations' environment, objective setting, including the establishment and monitoring of SLA’s/KPI’s.
  • Experience of onboarding key clients
  • Strong written and verbal communication skills required. Ability to communicate appropriately and effectively with internal and external clients.
  • Proven ability in team focused skills coupled with an ability to drive onboarding projects and implement change.
  • Strong IT literacy, including a strong understanding of maximising the effective utilisation of technology.
  • Analytical – able to analyse and extract data, developing and adapting onboarding plans as necessary.
  • Willingness to establish and manage culture change initiatives, while driving efficiency.
  • Commercially focused on maximising margin potential
  • Strong interpersonal and organisation skills.
  • Team player.
  • Self-starter with the ability to work on your own initiative with minimum supervision.

Terms: 
Full time permanent, remote working ideally with one days attendance within an office convenient to you (Dublin, Cork, Wexford or Coventry, UK)

Package: 
€Neg + Pension, Healthcare + Bonus

For a confidential discussion on this or any other current opportunity please contact Garvan Cerasi 
IAC-OCT22