Client Onboarding and Implementation Manager

Client Onboarding & Implementation Manager

Position Summary

The Client Onboarding & Implementation Manager owns the client journey from initial onboarding through successful campaign implementation and handoff to ongoing Client Services. This role serves as the central point of coordination between the client and internal teams, ensuring that every new client is properly qualified, fully documented, contractually aligned, and successfully transitioned into implementation.

The role requires strong client management, project ownership, communication, organization, and cross-functional coordination skills. The ideal candidate can manage multiple client implementations simultaneously, identify gaps before they become problems, drive timelines forward, and ensure that every client has a smooth and professional onboarding experience.

Why This Role Matters:
The quality of onboarding directly impacts client satisfaction, campaign performance, and operational efficiency. This role ensures that expectations are clearly established, requirements are accurately captured, contracts are properly executed, and internal teams have everything they need to launch successfully.

Key Responsibilities

Client Onboarding & Relationship Management

• Serve as the primary point of contact for new clients from initial onboarding through implementation.
• Lead client kickoff and onboarding conversations, clearly communicating Tauk Solutions' services, processes, expectations, timelines, and next steps.
• Build strong client relationships while maintaining professional boundaries and clear ownership of the implementation process.
• Guide clients through the onboarding journey and proactively address questions, concerns, and potential roadblocks.
• Ensure clients understand what information, assets, approvals, and actions are required from them to move forward.
• Maintain consistent and proactive communication throughout the onboarding and implementation process.

Discovery, Intake & Requirements Gathering

• Own the completion and accuracy of the client onboarding record for every new account.
• Gather and validate all required information, including platform, deal structure, confirmed services, offer name, website, campaign requirements, and other implementation-critical details.
• Collect the client's TSL link or, when unavailable, obtain a clear and comprehensive written description of the client's offer.
• Identify gaps, inconsistencies, or unclear requirements and work directly with the client to resolve them.
• Translate client requirements into clear, actionable information that internal teams can use for implementation.
• Ensure all client information is complete and accurate before progressing to the next stage.

Contract & Commercial Coordination

• Prepare and coordinate service agreements and contracts based on the confirmed deal structure and scope of services.
• Ensure contractual terms accurately reflect the agreed services, expectations, and commercial arrangements.
• Coordinate with the appropriate internal stakeholders when contract terms, pricing, scope, or client requirements require clarification or approval.
• Track contract status and ensure agreements are properly executed before implementation begins.
• Maintain organized and accessible records of all client agreements and related documentation.

Implementation & Project Management

• Own the implementation timeline from signed agreement through successful campaign launch or internal handoff.
• Develop and maintain clear implementation milestones, deadlines, responsibilities, and deliverables.
• Coordinate with Campaign Set-Up, Client Services, and other internal teams to ensure implementation requirements are completed on time.
• Monitor project progress and proactively identify risks, dependencies, bottlenecks, and potential delays.
• Follow up with both clients and internal stakeholders to keep implementations moving forward.
• Escalate issues appropriately when timelines, scope, client expectations, or deliverables are at risk.
• Ensure that no client moves forward with incomplete or inaccurate information that could negatively affect implementation.

Cross-Functional Coordination & Handoff

• Serve as the central coordinator between clients, Onboarding, Campaign Set-Up, Client Services, and other relevant internal teams.
• Provide complete, accurate, and well-organized implementation handoffs.
• Ensure internal teams have the necessary client information, documentation, approvals, assets, and requirements before beginning their work.
• Conduct structured handoff meetings or documentation reviews when appropriate.
• Maintain visibility across the entire onboarding and implementation pipeline.
• Ensure ownership is clearly transferred once implementation is complete.

Systems, Documentation & Reporting

• Maintain accurate and up-to-date client records in Monday.com, CRM platforms, and other internal systems.
• Ensure all client documentation, contracts, project information, and communication records are properly organized.
• Monitor onboarding and implementation status and provide timely updates to management.
• Maintain accurate tracking of client milestones, pending requirements, and outstanding actions.
• Identify recurring onboarding or implementation issues and recommend process improvements.
• Help standardize onboarding and implementation workflows to improve efficiency, speed, and client experience.

Client Experience & Process Improvement

• Deliver a consistent, professional, and high-quality onboarding experience for every client.
• Establish clear expectations early and ensure commitments are documented and followed through.
• Identify opportunities to reduce onboarding friction, improve turnaround times, and strengthen client communication.
• Gather feedback and identify patterns that may improve the overall client journey.
• Continuously improve onboarding and implementation processes, templates, workflows, and documentation.
• Support the development of scalable processes as Tauk Solutions grows its client base.

Key Performance Indicators

Success in this role may be measured through:

• Onboarding completion and turnaround time
• Client implementation completion rate
• Percentage of implementations completed within agreed timelines
• Contract completion and accuracy
• Data and documentation accuracy
• Client responsiveness and satisfaction
• Number of onboarding issues or implementation delays
• Quality and completeness of internal handoffs
• Effective management of multiple concurrent client implementations
• Process improvement and operational efficiency

Qualifications

Required

• 3–5+ years of experience in client management, account management, project management, implementation, customer success, or a similar client-facing role.
• Demonstrated experience managing multiple clients, projects, or implementations simultaneously.
• Strong client relationship management and stakeholder management skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and exceptional attention to detail.
• Proven ability to independently manage timelines, follow-ups, deliverables, and competing priorities.
• Strong CRM and project management software proficiency.
• Ability to identify problems early, take ownership, and drive issues toward resolution.
• Comfortable working in a fast-paced, deadline-driven environment.
• Strong judgment and ability to communicate professionally with both clients and internal stakeholders.

Preferred

• Experience with Monday.com or similar project management platforms.
• Experience with CRM systems and client onboarding platforms.
• Experience coordinating service contracts, client agreements, or commercial documentation.
• Background in digital marketing, advertising, agency, SaaS, sales-service, or technology environments.
• Experience managing campaign launches, client implementations, or operational projects.
• Experience working cross-functionally with Sales, Operations, Marketing, Campaign, and Client Services teams.
• Strong understanding of project management principles and workflow optimization.

Core Competencies

• Client Relationship Management
• Project & Implementation Management
• Stakeholder Management
• Requirements Gathering
• Contract & Documentation Management
• Cross-Functional Coordination
• Problem Solving
• Time & Priority Management
• Attention to Detail
• Communication & Negotiation
• Process Improvement
• Ownership & Accountability

Please Note

This is a dedicated, full-time professional position, not a freelance, contract, or part-time role. We are looking for an experienced client management or implementation professional who is prepared to take end-to-end ownership of the client onboarding and implementation experience and grow with DIPH as a long-term member of the team.