Client Success Onboarding Manager

Job Overview:  

The Client Success Onboarding Manager is responsible for helping our clients successfully transition from implementation with the Professional Services (Client Enablement??) team to go-live with the Client Success Team(s). The onboarding phase is intended to assist with the adoption of the solution they’ve invested in with Anaqua and is a critical phase of the client’s journey that sets the foundation for their success. You will work closely with the client after contract execution and help accelerate time to value. Our specialists achieve this through identifying the appropriate client stakeholders and developing strong rapport, validating their business goals and objectives, and executing against a defined onboarding timeline in conjunction with the Professional Services Project Timeline. You will be the primary contact for the client to reach out as they experience Anaqua in a live environment for the first time post implementation. You will partner with Sales, Professional Services, Client Success, and other internal teams as needed to ensure clients have a great first experience with Anaqua.  

We are looking for a professional who genuinely enjoys interacting with others and can motivate or maintain enthusiasm throughout the onboarding engagement. The ideal candidate has great communication skills and technical acumen, is proactive, results oriented, and able to provide a high level of client satisfaction to both the client and internal teams. This is an opportunity to bring your experience as a consultant, implementation expert, or project manager along with a high level of client service.

 
Responsibilities:

Ensure clients see immediate success and value by conducting orientation and enablement sessions, familiarizing client with available support resources, and minimizing roadblocks in early adoption of our products and services 

Coordinate and execute onboarding related activities with clients via web-based meetings, phone, and email throughout the various stages of onboarding

Set and manage expectations in onboarding timeline, monitoring client’s achievements during onboarding, and measuring KPIs and success metrics 

Develop training tracks on how to use and get started with the solution and offer options for which types of training are most effective for various personas from administrators and technical leads to end users 

Where required, coordinate effectively with client agencies and third parties to drive desired implementation outcomes

Become well versed in all solutions and stay up to date with product knowledge as new updates are made 

Maintain records of any issues, questions, or requests during the onboarding process and collaborate across internal teams to identify areas for continued improvements and help streamline onboarding processes

Provide regular communication on the status of implementation both internally to the account team and externally to client sponsors and executives

Ensure successful transition to the CS team after onboarding is complete

Desired Skills:

Exceptional team player with the ability to facilitate and harness cross-team collaboration while working with teams in person and virtually.

Proven track record of onboarding and supporting clients to deliver high client satisfaction, advocacy, and loyalty

Experience navigating and steering client engagements to completion with a high level of client satisfaction

Strong listening and verbal communication skills 

A self-starter and quick learner comfortable in a fast-paced environment where priorities change constantly.

Strong MS PowerPoint, Word, Excel, presentation and communication skills.

Enthusiastic, positive, personable and flexible.

Ability to prioritize, multi-task, and perform effectively under pressure.

You love getting to know people and helping them solve their business problems

Excellent time management skills.

Detail oriented, organized and highly efficient.

You love getting to know people and helping them solve their business problems

Qualifications:

Bachelor’s degree and/or 2+ years of relevant work experience, preferably in project management, technology implementation, training or support

Anaqua is a premium provider of integrated intellectual property (IP) management technology solutions and services. Anaqua’s AQX and RightHub platforms combine best practice workflows with big data analytics and tech-enabled services to create an intelligent environment designed to inform IP strategy, enable IP decision-making, and streamline IP operations. Today, nearly half of the top 100 U.S. patent filers and global brands, as well as a growing number of law firms worldwide use Anaqua’s solutions. Over one million IP executives, attorneys, paralegals, administrators, and innovators in large and medium-sized companies use the platform for their IP management needs. The company’s global operations are headquartered in Boston, with offices across the U.S., Europe (UK, France, Germany, Sweden), and Asia. For additional information, please visit anaqua.com, or on LinkedIn.

Anaqua is an Equal Opportunity/Affirmative Action Employer, and all qualified applicants are considered for employment without regard to veteran status, race, color, religion, sex, national origin, age, physical or mental disability, pregnancy, childbirth or related medical conditions, marital status, personal appearance, political affiliation, sexual orientation, gender identification, family responsibilities, genetic information, spouses of protected veterans, or any other characteristic of status protected by law.

If you require a reasonable accommodation due to a disability, please contact Lindsay Fegan, HR Director at [email protected]. We will work with you to identify and provide appropriate accommodations that do not impose an undue hardship on the company.

As a federal contractor, Anaqua also maintains affirmative action programs to implement our equal employment opportunity policy for individuals with disabilities and protected veterans. Employees or applicants who wish to review the full narrative portion of Anaqua's affirmative action program for individuals with disabilities and/or protected veterans may schedule an appointment to do so by contacting HR Director, Lindsay Fegan during normal business hours.

Additional Links: Know your Rights Poster Pay Transparency Poster