Client Onboarding Program Manager - Global Transitions

About the Role

Key Responsibilities

• Lead Global and AMER transitions for our Clients.
• Act as the primary layer of engagement with Client leadership and early onboarded account leadership.
• Oversee the transition plan to ensure it is in-line with agreed upon client expectations.
• Coordinate and collaborate with Workstream leads to ensure they are properly invested and accountable to the transition.
• Ensure all workstream leads actively participate during Transition and provide required information timely.
• With the support of an Implementation Manager, clearly define and align transition scope relative to contractual documents, escalating scope differences or change requests appropriately.
• Monitor the progress toward the implementation date and escalate as required to stay on schedule.
• Ensure an effective handover from Transition to the account team and ensure a clear understanding of roles and responsibilities.
• Ensure accountability for key transition, stabilization and optimization protocols throughout onboarding.
• Clarify and communicate onboarding objectives including detailed understanding of client expectations, status of deliverables and success criteria.
• Proactively communicate to all Key Stakeholders throughout the Transition.
• Identify risks and develop timely solutions to mitigate them.
• Lead Transition meetings and facilitate progress, issue and risk identification.
• Manage the transition budget effectively.
• Lead stabilization and optimization process after transition, creating and executing plans to complete contractual obligations.
• Support sales pursuits by creating content, attending presentations, and pipeline calls.
• Lead process improvement initiatives to enhance onboarding efficiency and effectiveness.
• Build long-term partnerships with Division Presidents, Managing Directors and Account Directors.
• Facilitate change management activities with cross-functional teams to ensure adoption of new processes.
• Support preparation of change management strategies including client readiness, transformation, transition, and communication.

Requirements

• Experience as a former Account Director or senior leader of large accounts successful in onboarding, renewing, or expanding with clients.
• Bachelor's degree in Business, Finance, Information Technology, or related field.
• 10-15 years of experience with continuous improvement and/or business partnering.
• Solid program management and problem-solving skills with strategic and tactical focus.
• Strong organizational skills, detail-oriented, and process-driven.
• Exceptional problem-solving and analytical skills.
• Change management certification (Prosci or LaMarsh preferred).
• Ability to work directly with key stakeholders to gather and interpret functional requirements.
• Relationship building skills and ability to influence others.
• Proactive, self-directed work habits and effective time management.
• Leadership qualities including conflict resolution skills.
• Ability to travel 20-30% of the time.

Nice to Have

• FM leadership experience.
• Experience working with subject matter experts in various service lines and support groups.

Qualifications

• Bachelor's degree in Business, Finance, Information Technology, or related field.
• Change management certification, Prosci or LaMarsh preferred.
• Ability to work directly with key stakeholders.

Benefits & Perks

• 401(k) plan with matching company contributions.
• Comprehensive Medical, Dental & Vision Care.
• Paid parental leave at 100% of salary.
• Paid Time Off and Company Holidays.