ABOUT THIS ROLE
The Lead Client Delivery Analyst plays a pivotal role in welcoming new clients and setting the foundation for their long-term satisfaction and success with our services. This position involves direct interaction with clients to ensure a seamless transition and integration of our services into their business operations. The Specialist is responsible for understanding client needs, coordinating the onboarding process, and ensuring clients are fully educated and comfortable with the features and functionalities of our services. This role suits a highly organized, detail-oriented individual with excellent communication skills and a dedication to exceptional client service.
Key Responsibilities:
- Client Interaction: Serve as the primary point of contact for all new clients during the onboarding phase. Communicate regularly to gather necessary documentation, verify information, and address inquiries.
- Process Coordination: Manage the end-to-end onboarding process including account setup, data migration, and initial training sessions. Ensure all internal and external milestones are met on time.
- Training and Support: Conduct client training sessions to demonstrate product features and functionalities. Provide initial support to clients as they learn to navigate our systems.
- Feedback Collection: Obtain and evaluate client feedback to continuously refine and optimize the onboarding process.
- Documentation: Maintain detailed records of client interactions, completed steps, and areas of concern, ensuring compliance with company protocols.
- Cross-Functional Collaboration: Work closely with sales, customer service, and technical teams to ensure client needs are understood and met throughout the onboarding experience.
- Compliance and Reporting: Ensure all client onboarding activities comply with regulatory standards. Provide reports to management on onboarding outcomes and client satisfaction metrics.
Education and Experience:
- Bachelor’s degree in Business Administration, Communications, or related field.
- 3+ years of experience in client services, sales support, or a related field, preferably within a technology or services company.
Preferred Qualifications:
- Proven ability to manage projects with tight timelines effectively.
- Familiarity with the specific industry or markets the company serves.
- Certification in Customer Service Management, Project Management Professional (PMP), or related fields is advantageous.
Knowledge, Skills, and Abilities:
- Communication Skills: Excellent verbal and written communication skills.
- Technology Proficiency: Comfort with customer relationship management (CRM) tools and Microsoft Office Suite.
- Problem-Solving: Strong problem-solving skills with a focus on swift and effective resolutions.
- Detail-Oriented: A keen eye for detail and a meticulous approach to handling client data and documentation.
- Adaptability: Ability to adapt to new technologies and quickly change directions when client needs evolve.
- Interpersonal Skills: Exceptional interpersonal skills with an ability to engage effectively with various personality types and client backgrounds.
#sales #full-time #associate #LI-SD1 #APEX
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Our Rewards
We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS , we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.
Salary Range
$110,880-$138,600
The annual base salary range for this position is noted above. Exact compensation offered may vary depending on job-related knowledge, skills, experience, and office location.
