Full-Time AVP, Client Implementation

Job Summary:The Associate Vice President, Client Implementation & Onboarding leads the Client Onboarding team. They are a dynamic and hands-on leader transforming the implementation function into a world-class Client Onboarding team at scale. This remote role ensures seamless and technically sound client implementations, guiding clients through onboarding, and establishing successful long-term partnerships.

Responsibilities:

1. Team Leadership & Talent Transformation:
   • Lead the transformation of the Client Onboarding function.
   • Align hiring profiles and job descriptions to focus on consulting, project management, technical expertise, and benefits knowledge.
   • Lead talent assessments to identify and address organizational talent gaps.
   • Collaborate with Talent Acquisition to create a robust talent pipeline.
   • Develop team members and leaders, fostering a culture of customer centricity, innovation, collaboration, and continuous improvement.
   • Conduct quarterly talent assessments and succession planning.
   • Foster a growth-oriented team mindset and a culture of communication.
   • Establish team MBOs and measures with Talent & Organization, Client Success, and Business Operations.
2. Client Onboarding Methodology & Collaboration:
   • Develop and adapt implementation methodology (introductions, kick-offs, project plans, sign-offs, configuration workbooks, decision logs).
   • Partner with Operational Effectiveness to develop onboarding guides.
   • Improve client onboarding and engagement, ensuring client adoption of Included Access.
   • Collaborate with Member Services, Marketing, Client Success, and IH leadership to improve self-service enablement.
   • Align with Solution Engineering, refine roles, and ensure resource commitments.
   • Clarify internal and external roles for pre-launch testing, including standard solution test scripts.
   • Establish standards of practice with clear role expectations for all parties (Client Onboarding, Client Success, Clients) and timelines for changes.
   • Define client onboarding approach for clients with ACV under $250K.
   • Modernize Statements of Work and maximize commercialization potential of implementation services.
3. Client Expectation Management & Business Outcomes:
   • Contribute to pre-sales by sharing onboarding methodologies to prime relationships for long-term success.
   • Establish mutual success criteria for performance guarantees.
   • Serve as primary point of escalation and resolution for client launch issues.
   • Lead documentation and delivery of client-level RCAs and PG miss negotiations.
   • Lead recurring client staffing plan reviews with Sales and Client Success.
   • Monitor client onboarding and implementation status, ensuring important delivery metrics are achieved (PGs, NPS, on-time launch).

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