Customer Onboarding Lead

Lead, Customer Onboarding Coordinator

Overview:

As a the Lead Onboarding Coordinator, you will play a crucial role in the successful integration of customers into Azavar’s range of products and programs, including our municipal audit program and our Localgov suite of products. This position demands a unique blend of project management, technical understanding, and customer success focus, ensuring the successful setup and optimization of customer programs and products, leading to their seamless transition from initial onboarding to full and effective utilization of our services.

Key Responsibilities:

Onboarding Process Coordination:

• Coordinate the complete onboarding process for all Azavar customer products and services, ensuring a streamlined experience.
• Oversee and manage all aspects of onboarding projects, including timelines and task coordination, while maintaining constant communication with stakeholders.
• Ensure account setup and data intake processes are completed properly for all customers.

Technical Expertise and Training:

• Gain proficiency in local government finance management, tax administration, and business licensing processes to optimize and digitize government programs and filing forms.
• Maintain a high level of technical understanding of our software products and audit processes to enhance process efficiency and customer experience.

Collaboration and Communication:

• Serve as the authority in optimizing all customer programs during onboarding by gathering insights from key company stakeholders. Provide expert consultation to customers during the onboarding process, addressing all inquiries and presenting tailored solutions for unique issues. Translate these customized program procedures into clear documentation for our internal team.
• Work collaboratively with the onboarding support specialist and other team members to ensure all tasks are completed effectively.
• Develop and refine communication collateral, tailoring it to meet customer needs and organizational standards.

Project Management and Quality Assurance:

• Bring professional project management experience, handling enterprise-level projects with a sharp eye for detail.
• Implement and oversee quality assurance measures, ensuring all onboarding processes meet the highest standards.
• Regularly review and enhance team-developed deliverables and communications before customer delivery.

Customer Success and Engagement:

• Prioritize customer satisfaction, striving to transform their experience into an efficient and streamlined process.
• Facilitate a smooth transition to production teams after onboarding completion.
• Manage the secure deployment of customer software portals.

Data Management and Reporting:

• Handle customer data and resources efficiently using tools like HubSpot CRM and OneDrive.
• Track and report key metrics such as Customer Onboardings, average onboarding time, and scheduling of welcome calls within contract start periods.

Professional Development and Skills:

• Develop and maintain conflict resolution and leadership skills to effectively lead teams.
• Demonstrate professional writing skills and proficiency in tools like Jira Work Management, Excel, and Google Suite.

Qualifications:

• Proven experience in professional project management, particularly in managing enterprise-level projects.
• Exceptional detail orientation and critical thinking abilities.
• Strong interpersonal and communication skills.
• Proficiency in relevant software tools (HubSpot, Jira Work Management, Excel, Google Suite).
• Demonstrated ability in cross-functional technical understanding and process optimization.
• A commitment to maintaining high quality standards in every aspect of the onboarding process.
• Bachelor's degree.

Application Instructions:

Interested candidates should submit their resume along with a cover letter outlining their suitability for the role. We value diversity and encourage applicants from all backgrounds to apply.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Can you describe a complex onboarding or integration project you have managed, detailing how you navigated project planning, coordination, stakeholder management, and any challenges you encountered? Please include specific methodologies or tools you utilized in the process.

Ability to Relocate:

• Chicago, IL 60604: Relocate before starting work (Required)

Work Location: Hybrid remote in Chicago, IL 60604