Client Onboarding Manager (Hybrid)

Make your next big career move by applying as KMC Solutions' next CLIENT ONBOARDING & HYPERCARE MANAGER!

The Client Onboarding & Hypercare Manager is responsible for leading and optimizing the end-to-end client onboarding experience while ensuring operational stabilization, client adoption, and long-term success through a structured hypercare framework.

This role owns the onboarding journey from contract handoff through successful transition to steady-state account management. The Manager drives stakeholder alignment, service readiness, client engagement, and organizational adoption while ensuring clients realize value quickly and confidently from KMC's solutions.

Additionally, this position plays a critical role in training and enablement, developing onboarding programs, training materials, and knowledge-transfer initiatives that equip both clients and internal teams with the skills, processes, and resources needed for successful service adoption and operational excellence.

The ideal candidate combines expertise in client onboarding, service delivery, project management, stakeholder engagement, and learning facilitation to drive seamless transitions and exceptional client experiences.

On top of your salary, here are the exciting benefits you can look forward to:

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a CLIENT ONBOARDING & HYPERCARE MANAGER include:

1. Client Onboarding & Hypercare Leadership

• Own and continuously improve the end-to-end client onboarding and implementation framework
• Lead execution of the 3-6 month hypercare model for all newly acquired and transitioning clients
• Define onboarding milestones, success criteria, adoption metrics, and exit requirements
• Partner with Sales, Operations, Finance, HR, IT, and Client Success teams to ensure seamless client launch and operational readiness
• Serve as the primary point of accountability throughout onboarding and hypercare
• Identify onboarding risks, service gaps, adoption challenges, and operational issues, implementing proactive mitigation strategies
• Drive structured governance, project tracking, and stakeholder communication throughout the onboarding lifecycle
• Ensure complete and accurate documentation of onboarding plans, project milestones, process workflows, and client records
• Oversee executive business reviews and formal hypercare completion assessments prior to account transition
• Lead continuous improvement initiatives to enhance onboarding effectiveness and client satisfaction

2. Training, Enablement & Knowledge Management

• Design, develop, and facilitate client onboarding training programs to accelerate user adoption and operational readiness
• Create onboarding guides, learning materials, SOPs, playbooks, user documentation, and knowledge resources
• Conduct instructor-led and virtual training sessions for clients and internal stakeholders
• Assess training needs and identify knowledge gaps throughout the onboarding lifecycle
• Develop onboarding certification or readiness programs to ensure successful client adoption
• Collaborate with subject matter experts to ensure training content remains accurate and aligned with service offerings
• Measure training effectiveness through feedback surveys, adoption metrics, knowledge assessments, and performance outcomes
• Drive continuous learning initiatives that support client success and operational excellence
• Manage knowledge transfer activities during implementation, transition, and hypercare phases

3. Service Delivery Oversight During Hypercare

• Monitor SLA performance, operational metrics, service quality, and onboarding deliverables
• Ensure onboarding activities align with contractual obligations, scope of work, and billing requirements
• Oversee progress reporting, client updates, and performance reviews throughout hypercare
• Manage escalations, service disruptions, and transition risks within agreed timelines
• Ensure business continuity, risk management, and service stabilization plans are effectively executed
• Work closely with operational teams to resolve issues and improve service performance

4. Client Relationship & Stakeholder Management

• Build strong and trusted relationships with client stakeholders across all levels of the organization
• Facilitate executive-level engagement to reinforce confidence and drive alignment
• Deliver impactful onboarding presentations, workshops, transition roadmaps, and business reviews
• Act as a trusted advisor and advocate throughout the onboarding and stabilization process
• Manage stakeholder expectations and drive timely decision-making to support successful implementation outcomes
• Ensure a positive and consistent client experience throughout the customer journey

5. Reporting, Analytics & Continuous Improvement

• Track, analyze, and report onboarding KPIs, adoption metrics, CSAT, NPS, SLA attainment, and operational performance
• Develop dashboards and executive insights to measure onboarding effectiveness
• Identify trends, risks, and opportunities for process optimization
• Recommend and implement improvements to onboarding methodologies, training programs, and client engagement strategies
• Drive data-informed decisions that improve client outcomes and operational efficiency

To apply, you must be an expert on the following requirements:

• Proven experience managing end-to-end client onboarding and structured hypercare programs (3–6 month lifecycle)
• Strong understanding of SLA management, service delivery frameworks, and operational stabilization processes
• Demonstrated ability to identify onboarding risks and implement mitigation strategies early
• Experience managing executive-level client relationships and leading high-stakes escalations
• Strong project management expertise (milestone planning, risk tracking, stakeholder alignment)
• Ability to translate client contracts and scopes of work into actionable onboarding plans
• Excellent written and verbal communication skills with strong presentation capabilities
• Experience working cross-functionally with Sales, Operations, Finance, HR, and IT teams
• Strong analytical skills with ability to interpret CSAT, NPS, operational metrics, and performance dashboards

It will also be favorable if you are knowledgeable in:

• Minimum of 5–7 years experience in client services, account management, onboarding, or service delivery roles
• Bachelor’s degree in Business, Management, or related field (Master’s degree preferred)