Implementation Consultant at SONDA ensuring service quality and monitoring strategies. Focused on customer service quality and new technology training in ECM/BPM/CCM solutions.
About the role
- Client Onboarding and Implementation Manager at Zendgroup leading end-to-end client onboarding and implementation processes. Collaborating with various internal teams to ensure seamless client transitions to live operations.
Responsibilities
- Own and lead the end-to-end onboarding and implementation process for new clients, ensuring a smooth and timely transition into live operations
- Act as the primary point of contact for clients during the onboarding and implementation phase
- Collaborate closely with internal teams including Sales, Operations, Logistics, and the Technology department to translate client requirements into operational and system set ups
- Work with the Technology team to support system configuration, integrations, testing, and data migration as required
- Deliver client training on systems, processes, and operational workflows
- Identify potential risks or challenges during onboarding and proactively resolve them to avoid delays or service issues
- Develop and maintain onboarding documentation, playbooks, and process improvements
- Gather client feedback post implementation to drive continuous improvement
- Ensure clear handover to ongoing account management or client success teams once onboarding is complete
- Provide ad hoc customer experience support where required to maintain service quality
- Produce management information reports highlighting commercial performance, onboarding progress, and key insights
- Deliver a defined hypercare period post go live, providing enhanced account management and support to ensure stability and client confidence
Requirements
- Proven experience in client onboarding, implementation, or account management, ideally within logistics, eCommerce, or technology enabled services
- Strong project management skills with the ability to manage multiple client implementations simultaneously
- Excellent communication and stakeholder management skills, both internal and external
- A proactive, solutions focused mindset with strong problem-solving capability
- Experience delivering client training on systems or operational processes
- Comfortable working with CRM systems and project management tools
- Highly organised with strong attention to detail
Benefits
- Salary £45,000 to £50,000 depending on experience
- Free onsite parking
- Collaborative and supportive working environment
- Hybrid role with a requirement of a minimum of three days per week on site
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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