Client Experience & Onboarding Manager

Connection, Inc.; New Jersey; On-site; USD 100,000 - 140,000; Full time

Job summary

Connection, Inc. is seeking a Manager, Client Experience and Success to lead onboarding, coordinate client implementations, and partner with sales to ensure smooth transitions for Enterprise clients.

You will mentor the Client Experience Team, manage performance, develop training materials, and handle escalations from Account Executives, ensuring best practices and compliance across the organization.

Qualifications

• Bachelor's Degree or the equivalent combination of education and work experience.
• 15+ years of work experience to qualify for role.
• 18+ years total experience to be fully proficient.
• General understanding of technology equipment as it relates to customers IT environments.
• Intermediate Microsoft Office skills including Excel for creating and using spreadsheets with formulas.
• Advanced knowledge of Microsoft Outlook for email and multitasking in a high-paced environment.
• Working knowledge of virtual meeting software such as Webex and Teams.
• Advanced knowledge of IT manufacturers and all programs they offer.
• Experience with Manufacturer Special Pricing Letters for Enterprise clients.
• Understanding of major IT manufacturer tools and lead times.

Responsibilities

• Coordinates the efforts for Client OnBoarding.
• Owns the client onboarding checklist and ensures accountability.
• Coordinates calls and training sessions for OnBoarding discovery.
• Maintains and updates OnBoarding Checklist and process documents.
• Communicates all changes to OnBoarding processes and requirements.
• Manages Client Experience Team and conducts performance evaluations with input from team leads.
• Hires and plans headcount to maintain business support.
• Approves time-off requests and payroll-related timecards.
• Implements and monitors Performance Improvement Plans where needed.
• Onboards new team members with mentorship and resources.
• Creates and delivers training materials for internal departments and external clients.
• Develops training documents and videos with Marketing collaboration.
• Handles escalations from Account Executives and other roles related to Client Support.

Skills

Team leadership

Strategic planning

Onboarding & training

IT industry knowledge

Microsoft Office

CRM / customer management

Education

Bachelor's Degree

Tools

Excel

Outlook

Webex/Teams

TRAXX

rep Website

Job description

Connection, Inc. is seeking a Manager, Client Experience and Success to lead onboarding, coordinate client implementations, and partner with sales to ensure smooth transitions for Enterprise clients.

You will mentor the Client Experience Team, manage performance, develop training materials, and handle escalations from Account Executives, ensuring best practices and compliance across the organization.