Client Onboarding Supervisor

Description

Overview

The Recovery Onboarding Supervisor ensures complete and timely Recovery onboarding projects through the successful execution of day-to-day onboarding support and mentoring. This role will ensure onboarding processes reflect the requirements necessary to achieve effective onboarding for our clients, maximizing revenue as quickly as possible. The person in this role will monitor project status, set priorities, handle escalations, and provide team member training. They will interact internally and externally to address client needs. They must also be able to consult and lead both team members and clients through challenging technical situations.

Responsibilities

• Oversee Recovery Technicians including staffing, performance management, and scheduling.
• Maintain a deep understanding of the Recovery application, troubleshooting tools, and onboarding processes.
• Manage the priorities and daily workload of the Recovery onboarding team to ensure onboarding timelines are met.  
• Respond to escalated issues to identify and communicate solutions for complex or critical issues to varying levels of the organization.
• Ensure the team provides best-in-class onboarding experience.
• Maintain CloudCoach project templates and other documentation to drive process adherence.
• Aid in troubleshooting to minimize escalations to Engineering, while also elevating the team's ability to troubleshoot.
• Define, develop, and launch the processes and technologies needed to achieve team goals.
• Provide Recovery status updates to all levels of the organization.
• Lead any rework efforts that arise through planning, staffing, tracking, and internal/ external communications.
• Build and maintain strong client relationships via phone and email.
• Foster internal relationships with other groups to help drive the resolution of onboarding issues and process changes.
• Continually improve the Recovery Onboarding processes by leveraging data and feedback.
• Other duties or projects as assigned.

Qualifications

Required Qualifications

• 3-5 years of experience as a supervisor or manager in a customer-facing setting.
• Solution-oriented leader who demonstrates high energy, positive attitude, ability to think creatively, act quickly, and handle multiple/changing priorities.
• Track record for building and maintaining great teams.
• Demonstrates a passion for technology and the ability to transform technical concepts into onboarding processes.
• Strong written and verbal communication skills with the ability to present technical material in an easily understood manner to all levels internally and externally.
• Excellent analytical and problem-solving skills.
• Highly proficient in common software applications including MS Office Suite, web browser functionality, CRM applications, etc.
• Intermediate Microsoft Excel skills (such as v-lookups and pivot tables).
• Exceptional interpersonal skills, with an ability to demonstrate empathy for employee and customer situations.
• Able to adapt and flex schedule to align with business needs and willingness to be accessible by phone after hours.

Desired Qualifications

• Experience leading a dispersed workforce.
• SQL and relational database technology experience
• Software as a Service experience

Specific Requirements

• Must possess the ability to make independent decisions when circumstances warrant action.
• Must be able to handle a rapidly changing environment and high-stress situations.
• Must be able to handle sensitive and complex issues with high urgency.
• Stays up to date on all required training.

Work Environment

• This role is hybrid. There will be times when the Supervisor is expected to be in the office based in St. Louis Park, MN.
• Should the candidate choose to leverage the option to work remotely, remote working requirements must be met including stable internet access and a workspace conducive to frequent communication with clients and/or staff.

Working Conditions

• May work beyond normal working hours, on weekends and holidays, and/or in other positions when necessary

Physical and Sensory Requirements (with or without reasonable accommodations)

• Must be able to move intermittently throughout the working day, must be able to stand, stoop, walk, kneel and crouch.
• Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp and visual acuity to use a keyboard, operate equipment and read.
• Frequently required to sit, reach with hands and arms, talk and hear.
• Specific vision abilities required by this position include close vision, distance vison, and the ability to adjust focus.
• Must be able to read, write and communicate in English.
• Must be in good general health and demonstrate emotional stability.
• Must be able to lift, push, pull, and move a minimum of 20 pounds.