AVP, Client Implementation & Onboarding

Job Summary:The Associate Vice President, Client Implementation & Onboarding leads the Client Onboarding team. As a people manager, they are a dynamic and hands-on leader that will transform our implementation function into a world-class Client Onboarding team at scale. This remote role is important to ensuring seamless and technically sound client implementations, guiding clients through their onboarding journey, and establishing successful long-term partnerships. Reporting to the VP, Client Organization, you will help differentiate our organization in the market by delivering exceptional client experiences, warmly welcoming our clients to IH and seamlessly transitioning them to our Client Success team following a successful launch. Responsibilities include...

Team Leadership and Talent Transformation

• You'll lead the transformation of our Client Onboarding function and team, aligning hiring profiles and job descriptions to focus on consulting (change management and transformation), project management, technical expertise, and knowledge of the employee benefits space.
• You'll lead talent assessments to identify organizational talent gaps and address risk, and collaborate with Talent Acquisition to create a robust talent pipeline.
• You'll develop team members and team leaders, helping create a culture of customer centricity, innovation, collaboration, and continuous improvement.
• You'll conduct quarterly talent assessments and succession planning to ensure long-term stability within our Client Onboarding organization.
• You'll foster a growth-oriented team mindset and a culture of communication, increasing employee engagement and psychological safety scores.
• You'll work with Talent & Organization (TAO), the head of Client Success, and the head of Business Operations to establish team MBOs and measures to incentivize desired behaviors.

Client Onboarding Methodology and Collaboration

• You'll develop and adapt implementation methodology inclusive of standard client introductions and kick-off decks, project plans with milestones, client sign-offs, client configuration workbooks, and decision logs.
• You'll partner with the head of Operational Effectiveness to develop guides articulating client onboarding and implementation methodologies and standards.
• You'll develop approaches to improve client onboarding and engagement, ensuring client adoption of Included Access.
• You'll collaborate with Member Services, Marketing, Client Success and IH leadership to develop and improve self-service client enablement capabilities.
• You'll collaborate with Solution Engineering to align goals, refine roles to meet client service level agreements, and ensure agreement on resource commitments for client launches.
• You'll partner with Solution Engineering and Client Success to clarify internal and external roles and responsibilities for pre-launch testing, including the creation of standard solution test scripts by persona.
• You'll establish standards of practices with clear role expectations for Client Onboarding, Client Success and Clients and timelines for year-over-year client changes.
• You'll partner with Client Success Digital First leaders to define client onboarding approach for clients with ACV under $250K.
• You'll modernize and improve Statements of Work, and assess and maximize the commercialization potential of implementation services.

Client Expectation Management & Business Outcomes

• You'll contribute to the pre-sales process to set client expectations by sharing our onboarding and implementation methodologies, thus priming the relationship for long-term success.
• You'll establish mutual success criteria to help achieve performance guarantees.
• You'll serve as the primary point of escalation and resolution for client launch issues, ensuring our teams are able to mitigate risk well in advance of launch date.
• You'll lead the documentation and delivery of client level RCAs and PG miss negotiations if necessary.
• You'll lead recurring client staffing plan reviews in partnership with Sales and Client Success leadership to ensure optimal allocation of team resources to achieve our goals.
• You'll monitor the status of client onboarding and implementations, ensuring achievement of important client delivery metrics (PGs, NPS, on-time launch).

Physical/Cognitive Requirements:

• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.

The United States new hire base salary target ranges for this full-time position are:Zone A: $174,320 - $246,230 + equity + benefitsZone B: $191,752 - $270,853+ equity + benefitsZone C: $209,184 - $295,476+ equity + benefit