Onboarding and Client Experience Manager

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Chabad Concierge is a dedicated Jewish organization, where our mission is to empower Shluchim in establishing well-organized and administratively efficient Chabad Institutions. Through our virtual services, we aspire to enhance the outreach endeavors of Shluchim and help them maximize their outreach efforts.

You may refer to the link below to learn more about our company. Shalom!
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We are seeking a highly motivated and experienced Onboarding and Client Experience Manager to join our team. The successful candidate will play a pivotal role in ensuring a seamless onboarding process, and fostering long-term client success and retention. The ideal candidate will be passionate about customer service, have excellent communication and organizational skills, and be comfortable working in a fast-paced environment.

Responsibilities:

Onboarding:

Collaborate with other department heads to develop and implement effective onboarding processes for new clients.
Ensure that the onboarding experience is not only smooth and informative but also designed to skyrocket client confidence.
Facilitate and deliver concierge-level support to both new and existing clients, ensuring a seamless and exceptional customer experience.
Conducts a deep dive into client requirements for a thorough understanding.
Ensures the onboarding process aligns with the unique needs of each client.
Recommends customized training for Virtual Assistants (VAs) before pairing them with clients.

Client Success:

Develop and maintain strong relationships with customers, providing ongoing support and guidance.
Conduct monthly calls and proactively reach out to customers to ensure they are satisfied with our services and address any issues they may have.
Conduct weekly, quarterly and annual customer success reports to ensure customers optimize our service, issues are resolved proactively and customer goals are met.
Gather and analyze customer feedback to make data-driven improvements in service delivery, ensuring clarity on what clients can expect regarding our proficiency.
Strategically coordinate and enhance client engagement initiatives.

Retention:

Accountable for the management of leads and the conversion of prospects into clients.
Foster a collaborative and results-driven team culture focused on clearing ambiguity and delivering exceptional proficiency
Perform a readiness assessment to find out client’s preparedness, taking into account different factors such as capacity, grasp of the commitment, and alignment with the target market, ensuring a thorough evaluation.
Ensure that all essential information is collected during the onboarding process, and set clear expectations to prevent terminations arising from misaligned expectations.

General Responsibilities:

Process inbound prospects and provide information about our services.
Identify and prioritize service updates that reflect customer requests, industry, market, and competitor trends and report to key stakeholders.
Provide insight and relay the voice of customers with internal teams, including Sales, Marketing, Support, Operations, Finance, and HR.
Manage and lead a team of direct reports, providing guidance, coaching, and support.

Qualifications:

Desire to work in a fast-paced environment.
Excellent communication skills with the ability to manage challenging conversations in a professional manner.
Strong organizational and time-management skills.
Ability to work independently and as part of a team.
Passion for customer service and satisfaction.
Experience in the virtual assistant industry and/or working with religious leaders is a plus.
Proven ability to influence others and lead customer engagements.
Strong leadership, teamwork, & cross-group collaboration skills.

Position Structure
This is a full-time position: 8 hours per day/40 hour per week
Work hours are from 11am-7pm New York Time (RD: Sat & Sun)
Compensation is $7/hr