Client Onboarding Managers are getting fancy nowadays in all industries. There are even job roles dedicated to this that go by “Client Onboarding Specialist.”
Before we jump on what a Client Onboarding Manager is and what they do, let us first understand what exactly is client onboarding.
Client Onboarding means introducing the customer to your product or services. and make sure to address all their questions and queries so they can find value in it and become your “New Customer.”
It seems easy, but no, it’s tricky! Client Onboarding doesn’t end here, but you need to take care of your existing customers too. So they don’t slip away after a few months of using products or services.
Here comes the role of Client Onboarding Manager.
In this blog, we will discuss the A to Z guide of Client Onboarding Manager, so no questions are left unanswered.
- Client Onboarding Manager
- Roles and Responsibilities of Client Onboarding Manager
- Job Description of Client Onboarding Manager
- Salary Of Client Onboarding Manager
- Interview Questions of Client Onboarding Manager
- Resume Of Client Onboarding Manager
- Best tools for Client Onboarding Manager.
Let’s start with who a client manager is and what they do.
The Client Onboarding Manager introduces the client to the new product or services. They also ensure that customers receive the best experience from the very start.
They must provide value to their new and existing customers, so they don’t slip away from your company. This responsibility starts from the point the customer sign-up.
Client Onboarding Managers are much in demand in SaaS companies. This is because SaaS companies follow customer adoption and retention.
In a nutshell, the Onboarding Manager is responsible for the client experience. So customers can stick to your company and become your paid client.
Now, as we get the idea about the client onboarding manager, let’s dig it down deeper to take a closer look at their responsibility.
Let’s begin with their key roles and responsibility :
- Implementation assistance – Provide detailed instructions to the customer
A Client Onboarding manager should have the product knowledge to help their clients with installation.
A few products need implementation at the beginning, like code embedding, OTPs etc.
- Advice and tips on best practices
It is necessary to have industry knowledge, not just product technicality. Because while onboarding the customer, there is a high chance that the customer will pop up with general industry questions.
For example, If you are working in Dell and dealing with a client for a laptop. So, you must know about the technicality of that particular laptop. But, you should be aware of recent technology, the latest updates, and the industry.
- Respond to customer questions, problems, and requests
Being a good Onboarding Manager, you should take care of the performance of every client from their past queries and latest requests and doubts.
You are very much responsible for that. No question will be left answered.
Try to figure it out and pass on the same information to the product team so that things can be taken care of.
- Ensure that customer expectations are aligned with company objectives
They are the core person to bridge the gap between what a customer wants and what a company can provide. They have the critical responsibility to understand the expectation and bring it down to the company’s value and offerings.
- Tracking and managing customer accounts and timeline
Client Onboarding managers need to be up-to-date with all the customer accounts to track their performance and regular updates. They also must focus on the client timelines and convey the same to your team.
- Build a loyal customer base
A loyal customer needs to be maintained and does not develop naturally. They are responsible for providing customers with an exceptional experience with a product or service.
Moreover, loyal customers build a long-term relationship with them that sustains the company, which will create an Aha! moment for them.
- Get feedback from customers and act on it.
Client Satisfaction is on the top of the list of any company. So, once they help clients to achieve their goals with the product or service, they should take a step ahead and ask for their feedback.
This helps them to know whether their client is satisfied and is up to their expectations.
A client onboarding manager will be the perfect fit for the organization if they are comfortable with the key roles and responsibilities of the manager.
Their core responsibility is to provide the customer to achieve their goals and meet their expectations. They must guide your customer about the product or service’s features and functionality.
They are responsible for the customer’s expectations, and for the queries and questions they come out with.
Let me jot down the job specification and preferred skills required by the Client Onboarding Manager in the Job Description.
- The Client Onboarding Manager will be responsible for successfully onboarding the client.
- Essential Work includes product education, account opening, product adoption, feedback, negotiation, and implementation planning.
- The Client Onboarding Manager is expected to coordinate with all the company’s critical departments, from the product team to the operation team.
- Keep records of the onboarded customers and maintain progress.
- Conduct a meeting or call twice weekly to check the progress and act on it.
- Client Onboarding Managers are required to provide weekly reports to their senior management.
- Understand the need of the customer to align them with the company’s aim.
- Communicate with clients through phone calls, emails, chats, and social media. Etc.
- Excellent Communication Skills.
- Strong attention to all the details.
- Problem Solving Attitude with strategic decision-making qualities to cater to client’s expectations.
- Management Skills to work and manage different roles at the same time.
- Team Building Skills to work with all key departments
- Highly motivated personality.
- Proficiency in English.
Client Onboarding Manager Salary depends on factors like industry type, location, company, years of experience, etc.
In the USA, the salary ranges from a minimum of $35,100 to a maximum of $63 200 with an average of $43,900.
This data varies on many important factors such as years of experience, skills you possess, certifications, education, past experiences and whatnot.
I recommend working on your communication, problem-solving, and management skills, which will help you increase your position and salary.
A Client Onboarding Manager is hired mainly to maintain the customer experience.
The skills of communication, empathy, tolerance, patience, and problem-solving are few checked during the interview because learning the product technicality is not a big task.
To check these skills, there is a chance to conduct a role-play assessment where they will match the way to respond to situations, and that’s where you set yourself apart from the crowd.
Below are the few questions we figured out for you that had been asked for the same job role at many companies. It might help you with initial preparation.
- Tell me about yourself and your experience in your previous company.
- Why are you interested in this role?
- How do you find yourself with the team?
- What do you understand about the Onboarding manager?
- What is the biggest challenge you see in this job?
- What are your achievements?
- What are your strengths and weaknesses?
- How will you manage many customers at the same time?
- Are you comfortable handling complaints?
- Will you feel frustrated if a customer does not understand the solution for the third time?
- If customer requirements are different and that is not what your product offers. What will you do in that situation?
We all know that a good resume makes the first impression of us on the employer. So, we must dedicate some time to our resumes, and trust me, it will be worth spending every second.
Suppose you are applying for a Client Onboarding manager role. Your resume should correspond to that position so you can grab the employer’s attention in one go.
Your Resume Must Include :
- Work Experience
- Contact Details
- Highest Education
- Additional Skills
Moving forward, let me tell you the silly mistakes you may end up making while writing a resume. And this small mistake will lead to rejection. So, read and follow this.
- Typing Error and Grammatical Mistakes
- Don’t only mention experience – explain your role and understanding.
- Don’t send generic resumes to all the companies; make modifications according to the company’s needs.
- Don’t stretch things into paragraphs.
- Incorrect Contact Details (Phone number, address, Email-ID)
Finally, you’re very aware of the client onboarding manager and responsibilities. It’s time to put extra toppings on your pizza.
I mean to say, knowing the role is fine but doing it efficiently is another step. So, let’s fasten the seat belts and focus on the journey.
There are tools that are used by the Client Onboarding manager so that they can automate a few of their work and focus on productivity.
Many tools are available online; some are paid, some are free, some are worth going for, and some waste money and time.
I am naming the best ones here, so you don’t need to waste time on research.
User pilot is an onboarding tool designed mainly for Saas companies. Without knowing the ABCD of the coding, you can create an extensive customer experience. Isn’t it?
It has features like analytics, and feedback surveys are also available to get valuable feedback from the customer.
User pilot Pricing – It starts from $0 per month up to $299 per month
Drip is the best tool for creating onboarding emails. It also allows the email automation, multi-channel marketing, and email campaigns,
It shows clear and understandable insights that help you to make quick decisions.
Drip Pricing – Starts from $39 per month
User.com is a top-notch platform for marketing automation software. It helps in turning visitors into happy clients.
Communication happens through chats, email, calls etc. It allows the gathering of leads, information, and proper communication. It will help you to save time.
Kosmo helps you make professional proposals for customers with one click of a button. This tool has vetted templates where you need to make a few edits, and you are good to go!
Sometimes, taking care of admin work seems like a daunting task. But thanks to Kosmo, it has given me an all-rounder solution to many of my problems.
Kosmo Pricing: Starts from $0 to up to $9 per month.
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