Account Manager, Customer Onboarding

Role:

As an Onboarding Account Manager within Paymode, you will be responsible for working with the Paymode Implementation Project Manager, ensuring a seamless and efficient onboarding process for new Paymode clients. This includes managing relationships from client signing through go-live, driving alignment across stakeholders, and laying the groundwork for long-term client success. OAMs will work collaboratively with Implementation Project Managers and Account Managers to ensure smooth transitions and high client satisfaction. 

How you'll contribute:

• Client Onboarding Management 
  • Own the onboarding process for new clients, including developing program strategies, meeting initial success milestones, and launching the first vendor enrollment campaign.
  • Participate in weekly client touchpoints to drive alignment with Paymode’s core model and strategic levers of adoption. 

• Project Coordination 
  • Oversee and document OAM implementation tasks throughout the project lifecycle.
  • Ensure timely achievement of internal and client project deliverables, including go-live and campaign launch.
  • Collaborate with internal and client teams to resolve bottlenecks and minimize delays. 

• Stakeholder Alignment 
  • Maintain alignment across client stakeholders with Paymode’s campaign methodology.
  • Educate clients on automation opportunities and program adoption levers to maximize value realization. 

• Client Handoff Preparation 
  • Prepare detailed handoff documentation, outlining key stakeholders, challenges, and onboarding outcomes.
  • Coordinate transitions to Account Managers, including introductions during Implementation handoff meetings. 

• Performance Metrics Tracking 
  • Update Salesforce and other business systems in a timely, accurate, and complete manner.
  • Identify process improvement opportunities to enhance the client onboarding experience. 

What will make you successful: 

• Client Relationship Management: Demonstrated ability to build strong relationships with diverse client stakeholders and maintain positive client sentiment.
• Project Management: Strong organizational skills with the ability to manage multiple implementations simultaneously, adhering to strict timelines.
• Communication: Excellent written and verbal communication skills to clearly convey processes, timelines, and value propositions.
• Problem-Solving: Analytical mindset with a proactive approach to identifying and resolving challenges.
• Technical Aptitude: Familiarity with ERP systems, file-based integration methods, and automation solutions is a plus.
• Collaboration: Proven ability to work cross-functionally with implementation teams, account managers, and other internal stakeholders. 

If you have the attributes, skills, and experience listed below, we want to hear from you:

• 5+ years of experience in Client facing roles within sales, client success, account management, or professional services in an enterprise SaaS company.
• 3+ years of experience within a SaaS or payments business, preferably in FinTech/Services
• Experience developing relationships and influencing C-Suite decision makers.
• Experience building and executing success plans that drive clients to strategic objectives.
• Process orientation, with a keen focus on Client goal achievement KPI’s.
• Rigorous attention to detail within CRM applications including activity, health and success plans, and opportunity tracking.
• Proven ability to effectively engage with and navigate across corporate functions and the C Suite.
• Detailed-oriented, organized with effective time management skills.
• Listening well, exceptional interpersonal skills and excellent written, presentation and verbal communication skills.
• Always positive, driven to excel, takes ownership, works collaboratively.
• Bachelor’s Degree or higher, with a business or technical focus preferred 

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