Client Onboarding Manager; Remote

Resp & Qualifications

Although this position is remote, candidates must live in the MD, DC, VA area in order to travel into the offices on occasion.

The Client Onboarding Manager (OM) serves as the primary point of contact for new clients and provides them with an excellent experience throughout the onboarding lifecycle. The OM works directly with the Sales Team to ensure a smooth transition of new customers. Responsible for guiding new clients through their first 90-120 days of implementation by creating and delegating tasks to appropriate stakeholders, managing those tasks to their completion, maintaining the implementation schedule, leading efforts in identifying potential risks and resolving challenges, and providing transparent communication to all stakeholders.

The OM is an advocate for new clients to ensure needs are met. Solely responsible for the overall success of new business implementations, setting and managing expectations, and exercising sound independent judgment in decision‑making to ensure a positive onboarding experience. This position requires strong client‑facing and relationship management skills in order to build strong, successful partnerships between all parties.

• Acts as the single point-of-contact for new business implementation, both internally and externally. Utilizes independent judgment and makes discretionary decisions with respect to client needs throughout the implementation. Mediates and coordinates resolution of all project deliverables and implementation related issues.
• Works RFQ and RFP process with the Proposal Team in providing any necessary implementation work plans and timelines. Evaluates impact of customer-requested exceptions and develops reasonable alternatives to satisfy clients needs while minimizing impact on systems and operations.
• Collaborates on review, analysis, and development of recommendations for the design of complex accounts and benefit structures based on customers objectives and systems, administration, and reporting requirements. Involved in finalist presentation preparation and attends finalist meetings to review implementation.
• Confirms final benefits and conducts benefit audits. Completes presale and post‑sale benefit documentation. Recommends benefit designs that align with account goals and strategy for new accounts. Independently develops and executes implementation strategy consistent with customer expectations.
• Participates in projects to enhance the client experience, streamline operations, automate processes, reduce errors, and support the organizations growth.

• Education Level: Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• Experience: 5 years experience in sales, sales support, implementation, benefit administration or Account Management is required.
• Preferred Qualifications:

• Experience with software tools (including Salesforce and SharePoint) used by the department.
• Life & Health Insurance License within 90 days of hire.

• Knowledge,
  
  Skills and Abilities
  
  (KSAs)

• The ability to work independently under minimal supervision, with exceptional problem‑solving proficiency.
• Strong organizational skills to manage data, projects, and processes.
• Excellent attention to detail and high degree of accuracy and consistency.
• Outstanding knowledge of Microsoft Office with strong Microsoft Excel skills.
• Demonstrate a strong work ethic and a willingness to do what it takes to solve complex problems and/or resolve complex client requests.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
• Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Salary Range: $60,840 - $120,835

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being…