Client Onboarding Manager

Remote Working
€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.

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

€Neg + Pension, Healthcare + Bonus

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