Onboarding Team Lead Jobs

Meet/exceed all SLA requirements specific to contacting and onboarding all customers within the required timeframe.

Guide customers through a 1on1 experience to set them up for success with their new EV Connect software portal.

Complete all administrative requirements to successfully onboard the customer.

Minimum 5 years customer service experience in the E-Mobility space

Execute all onboarding activities for EV Connect site hosts.

Support the Customer Success Team with any applicable renewal/growth opportunities.

Knowledge, Skills, and/or Abilities Required:

Manages, mentors, and coaches to develop a collaborative and dynamic team

Exceptional leadership and customer service skills

Strong organizational skills to give the team direction

Excellent presentation and communication skills

Strong organizational and detail-oriented skills

Provides training, education, and mentorship on client-specific processes as well as reinforce the overarching onboarding process requirements.

Bachelor’s degree (relevant experience in lieu of education may be considered)

Experience in a fast-paced, efficiency-focused environment is a plus.

Oversees and directs the client onboarding process for their specified division, including maintenance of client records and documentation.

Oversees day-to-day onboarding administration activities, ensuring the team meets or exceeds service level targets for timeliness, accuracy, and completion.

Performs client audits as requested and supplies information in a timely manner.

Required Qualifications, Skills And Capabilities

Build and maintain strong relationships with key partners in Relationship Management, Sales, Service, Operations and Product Management

Work with partners in Operations and Product Management to streamline processes

Utilize management reports and metrics to ensure success in meeting the team's objectives

Experience in coaching or mentoring employees and proven ability to successfully manage conflict

Experience in risk awareness and skills to develop and ensure quality program set ups

5 to 7 years of experience in a high-volume onboarding management environment.

Efficient time management and multi-tasking skills.

Desired Technical Skills And Knowledge

Manage onboarding workloads, capacity, and coverages.

Manage capacity planning and ensure cross training coverages for departmental needs.

Monitor proper completion of onboarding requirements, SLA’s, and metrics.

Capable of working with people of varied roles and abilities, including executive management.

Own and manage concurrent on-boarding projects, starting from contract signature through hand-off to customer support.

Work with respective Professional Services Manager to address any customer concerns or escalations.

1-3 years of customer service or customer success experience.

Possess outstanding customer facing skills, technical acumen, and Client-focused attitude.

Solid communication, listening and writing skills.

Five years of experience in human resource management.

Overall problem-solving, decision-making, and time management skills.

Manages onboarding projects to promote and improve the new hire experience.

Oversees quality of work and provide feedback to Talent Acquisition management.

Bachelor’s degree or an equivalent combination of education and/or experience.

Supports the development, implementation, and administration of onboarding processes.