Client Onboarding Manager

Service Express; Highland Heights, Northern (OH, KY); Hybrid; USD 75,000 - 105,000; Full time

Job summary

Service Express in the Cleveland area is seeking a Client Onboarding Manager to lead the onboarding lifecycle for new customers from initial engagement through handoff to support. You will own end-to-end project planning, execution, monitoring, and coordination with internal teams to ensure on-time delivery and high customer satisfaction.

The role requires proven experience in customer service or project management within IT or managed services, strong leadership and communication skills, and

Qualifications

• Bachelor’s degree (Business Administration or related field) is required.
• Proven experience in customer service, project management, or account management.
• Strong leadership and project management skills; ability to manage multiple projects.

Responsibilities

• Lead the onboarding process for new customers, ensuring smooth transitions and timelines.
• Own onboarding project planning, execution, monitoring, and handoff to support.
• Identify and resolve issues during onboarding; coordinate with internal teams.
• Identify process improvements and raise concerns with senior management.
• Manage relationships with stakeholders across the business, including senior leadership.
• Maintain clear communication with customers and internal teams about progress and issues.
• Perform other duties as assigned.

Skills

Customer service

Project management

Account management

Education

Bachelor’s degree

Tools

PM tools

Job description

Cleveland Headquarters Office
Highland Heights, OH 44143, USA

• Hybrid
• Operations
• Full-Time
• Requisition #: CLIEN006479

Description

Client Onboarding Manager

The onboarding manager is a key role within the Client Services team, focused on ensuring the successful transition of new customers into our services. The role encompasses end-to-end project management responsibilities from initial customer engagement through to final delivery and handoff. The onboarding Manager is tasked with overseeing all aspects of the customer onboarding process, ensuring that projects are completed within agreed timelines and any customer issues or concerns are addressed promptly and effectively.

What you’ll be doing:

• Lead the onboarding process for new customers, ensuring a smooth transition and adherence to agreed timelines. Collaborate with various internal teams to facilitate this process.
• Take full ownership of the onboarding project, including planning, execution, monitoring, and successful handoff to support teams. Ensure project objectives are met while managing customer expectations.
• Identify, upscale, and resolve any issues or concerns that arise during the onboarding process. Work closely with internal teams to find solutions and ensure customer satisfaction.
• Continuously assess and identify areas for process improvement. Take initiative to implement changes or raise concerns with senior management to enhance service delivery.
• Manage relationships with multiple stakeholders across the business, including senior leadership, to ensure alignment and support for the onboarding process.
• Maintain clear and effective communication with customers and internal teams throughout the onboarding process. Ensure all parties are informed of progress, changes, and any issues that arise.
• Other duties as assigned

What we’re looking for:

• Proven experience in customer service, project management, or account management, preferably in a managed services or IT environment.
• Strong leadership and project management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and presentation skills, with the ability to interact effectively with stakeholders at all levels.
• Problem-solving and negotiation skills, with a keen ability to manage and resolve escalations.
• Ability to work independently and as part of a team, with minimal supervision.
• Flexibility to work in a fast‑paced and dynamic environment.
• Proficiency in project management tools and software.

Bonus Points:

• N/A

Education:

• Bachelor's degree in Business Administration, Project Management, or related field.

Travel:

• 10%

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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