Onboarding Team Lead
As the Onboarding and Delivery Success Team Lead at Athennian, you will leverage your past experience leading customer-focused software initiatives to deliver our software to corporations and law firms. Reporting to the Director of Delivery Success, you will manage the Delivery team, ensuring the successful execution of customer onboarding, team development, process optimization and department goal attainment.
- Oversee the management of multi-office implementation projects and client onboarding from start to finish
- Monitor and improve upon implementation activities, including onboarding training, best practice sessions, solution configuration, and data migration
- Develop scope of work documentation that marries customer expectations with internal delivery resources
- Support the sales team with the discovery and requirements gathering for large projects
- Effectively manage and communicate changes in project scope, budget or schedule
- Identify change management opportunities to improve user adoption during the delivery of projects
- Assist your team in the development of project plans that meet customer requirements
- Provide detailed resource planning and forecasting for Athennian’s internal project team / resources
- Facilitate technical requirement gathering and deliver customer feedback to the engineering team
- Take responsibility for ensuring the successful production deployment and go-live launches are initiated meticulously
- Deliver an exceptional customer experience for all new users to Athennian software
- Manage a team of Delivery Success Managers, being held accountable for their individual and aggregate performance
- Adopt proper capacity planning and management methodologies
- Own the CSAT process and scoring for the Delivery team
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Cloud-based global legal entity management software.