Client Onboarding and Success Manager

Role Summary

The Client Onboarding and Success Manager leads the design, deployment, and ongoing improvement of client onboarding, training, and support in the APAC region. Based at the Global Capability Center, this role serves as the regional expert on onboarding workflows, training enablement, and the HCA platform, guaranteeing that global standards align with local market demands. The role partners closely with global, regional, and local collaborators to deliver a consistent, scalable, and high-quality client experience. In addition to leading client enablement initiatives, the Client Onboarding and Success Manager drives continuous process and product improvements through client feedback, operational insights, and established guidelines, while providing leadership, coaching, and quality oversight to client-facing colleagues.

Training and Capability Enablement

• Create and coordinate the annual client education approach and schedule, covering training content, delivery dates, resource organization, and trainer assignments.
• Establish, maintain, and supervise a qualified trainer pool across APAC, ensuring trainers satisfy defined competency and certification benchmarks. Arrange and conduct Train-the-Trainer workshops for new trainers, cooperating with internal subject matter experts and global participants to guarantee consistent trainer readiness.
• Coordinate with cross-border teams to produce, customize, refine, and maintain training materials and enablement content that assist onboarding and ongoing client success.
• Oversee the end-to-end delivery of client-facing training programs, ensuring all sessions are delivered on time, to a high-quality standard, and in accordance with agreed service expectations.
• Collect, analyze, and share client feedback, training outcomes, and adoption insights with global partners to support continuous development of training content, delivery methods, and learning experiences.
• Manage training registration platforms, webinar schedules, attendance records, and training-related reporting.

Product Expertise and Client Support

• Serve as the APAC HCA Platform Product Expert, maintaining deep knowledge of product functionality, workflows, features, and standard methodologies.
• Offer advisory assistance to internal consultants by answering product-related inquiries, solving intricate problems, and suggesting practical solutions.
• Manage and oversee support requests through digital ticketing systems, ensuring issues are appropriately prioritized, investigated, and resolved within agreed service levels.
• Analyze support tickets, recurring issues, and client feedback to find opportunities for product, process, and service improvements, proactively providing recommendations to relevant partners and product teams.
• Build and maintain a strong understanding of clients' industries, business models, challenges, and use cases to provide more relevant and helpful support.
• Work together with international product, operations, and support organisations to improve platform functionality, user experience, support processes, and knowledge resources.

Client Integration and Support

• Lead the APAC onboarding approach and structure by adapting global onboarding needs into workable regional procedures and client interaction methods. These should address the distinct business demands of each APAC market while ensuring a uniform and excellent client experience.
• Plan, establish, and persistently improve the client onboarding framework, incorporating client eligibility criteria, onboarding pathways, service requirements, and governance standards.
• Establish, document, and maintain end-to-end onboarding processes, policies, and guidelines to ensure consistency, scalability, and operational excellence across the region.
• Lead the planning and coordination of onboarding activities for new and returning clients, ensuring seamless implementation and effective collaborator engagement.
• Serve as the regional authority on onboarding processes, offering advice and assistance to internal teams and ensuring uniform implementation.
• Monitor onboarding performance metrics, client feedback, and operational outcomes to find opportunities for improvements in execution and enhanced client satisfaction.
• Partner with global and regional teams to continuously refine onboarding methodologies, bringing to bear implementation experiences and client insights to drive service excellence.

Commercial Operations and Governance

• Ensure all APAC opportunities align with global Commercial Operations processes, policies, and governance requirements, maintaining complete, accurate, and high-quality opportunity data throughout the client lifecycle.
• Drive efficient and timely provisioning of HCA platform access for clients, ensuring a seamless onboarding experience and minimizing delays in account activation.
• Build and maintain strong expertise in CRM systems and Commercial Operations workflows, offering guidance and recommended approaches to consultants on the creation, maintenance, and management of opportunities.
• Ensure client access permissions, user roles, and platform entitlements accurately reflect purchased products, contracted services, and business requirements.
• Perform regular audits and reviews of HCA user access and permissions, particularly following product releases, platform enhancements, or changes in client subscriptions, to ensure ongoing compliance and an optimal client experience.
• See opportunities for improving Commercial Operations processes, CRM data management practices, access governance, and operational efficiency by means of ongoing improvement efforts and automation.

Leadership and Continuous Improvement

• Provide coaching, guidance, and quality oversight to team members to ensure consistent delivery standards and adherence to established guidelines.
• Develop operational insights and performance reporting to measure onboarding effectiveness, training success, service quality, and client satisfaction.
• Identify and carry out opportunities to boost efficiency, scalability, and client experience through process optimization, automation, and AI-enabled ways of working.

Qualifications

• Bachelor’s degree or equivalent experience in business, Communications, Information Technology or a related field.
• Demonstrated background in client onboarding, customer success, client operations, or account management, ideally in a Global Capability Center or shared services setting.
• Demonstrated people management experience, including coaching and developing client-facing colleagues.
• Strong product and process orientation, with the ability to serve as a subject matter expert and point of contact for blocking issues.
• Experience with support ticketing tools such as ServiceNow and structured SLA-based case management.
• Excellent collaborator management skills across global, regional and cross-functional teams.
• Experience with APAC markets throughout the region.
• Strong analytical skills to identify usage gaps and process inefficiencies.
• Comfort bringing to bear AI and automation tools to drive smarter, more efficient ways of working.
• Strong written and verbal communication abilities, with the capability to train and present to clients and colleagues.
• Ability to thrive in a fast-paced, client-centric environment while maintaining quality and governance.

Role Summary

The Client Onboarding and Success Manager leads the design, deployment, and ongoing improvement of client onboarding, training, and support in the APAC region. Based at the Global Capability Center, this role serves as the regional expert on onboarding workflows, training enablement, and the HCA platform, guaranteeing that global standards align with local market demands. The role partners closely with global, regional, and local collaborators to deliver a consistent, scalable, and high-quality client experience. In addition to leading client enablement initiatives, the Client Onboarding and Success Manager drives continuous process and product improvements through client feedback, operational insights, and established guidelines, while providing leadership, coaching, and quality oversight to client-facing colleagues.

Training and Capability Enablement

• Create and coordinate the annual client education approach and schedule, covering training content, delivery dates, resource organization, and trainer assignments.
• Establish, maintain, and supervise a qualified trainer pool across APAC, ensuring trainers satisfy defined competency and certification benchmarks. Arrange and conduct Train-the-Trainer workshops for new trainers, cooperating with internal subject matter experts and global participants to guarantee consistent trainer readiness.
• Coordinate with cross-border teams to produce, customize, refine, and maintain training materials and enablement content that assist onboarding and ongoing client success.
• Oversee the end-to-end delivery of client-facing training programs, ensuring all sessions are delivered on time, to a high-quality standard, and in accordance with agreed service expectations.
• Collect, analyze, and share client feedback, training outcomes, and adoption insights with global partners to support continuous development of training content, delivery methods, and learning experiences.
• Manage training registration platforms, webinar schedules, attendance records, and training-related reporting.

Product Expertise and Client Support

• Serve as the APAC HCA Platform Product Expert, maintaining deep knowledge of product functionality, workflows, features, and standard methodologies.
• Offer advisory assistance to internal consultants by answering product-related inquiries, solving intricate problems, and suggesting practical solutions.
• Manage and oversee support requests through digital ticketing systems, ensuring issues are appropriately prioritized, investigated, and resolved within agreed service levels.
• Analyze support tickets, recurring issues, and client feedback to find opportunities for product, process, and service improvements, proactively providing recommendations to relevant partners and product teams.
• Build and maintain a strong understanding of clients' industries, business models, challenges, and use cases to provide more relevant and helpful support.
• Work together with international product, operations, and support organisations to improve platform functionality, user experience, support processes, and knowledge resources.

Client Integration and Support

• Lead the APAC onboarding approach and structure by adapting global onboarding needs into workable regional procedures and client interaction methods. These should address the distinct business demands of each APAC market while ensuring a uniform and excellent client experience.
• Plan, establish, and persistently improve the client onboarding framework, incorporating client eligibility criteria, onboarding pathways, service requirements, and governance standards.
• Establish, document, and maintain end-to-end onboarding processes, policies, and guidelines to ensure consistency, scalability, and operational excellence across the region.
• Lead the planning and coordination of onboarding activities for new and returning clients, ensuring seamless implementation and effective collaborator engagement.
• Serve as the regional authority on onboarding processes, offering advice and assistance to internal teams and ensuring uniform implementation.
• Monitor onboarding performance metrics, client feedback, and operational outcomes to find opportunities for improvements in execution and enhanced client satisfaction.
• Partner with global and regional teams to continuously refine onboarding methodologies, bringing to bear implementation experiences and client insights to drive service excellence.

Commercial Operations and Governance

• Ensure all APAC opportunities align with global Commercial Operations processes, policies, and governance requirements, maintaining complete, accurate, and high-quality opportunity data throughout the client lifecycle.
• Drive efficient and timely provisioning of HCA platform access for clients, ensuring a seamless onboarding experience and minimizing delays in account activation.
• Build and maintain strong expertise in CRM systems and Commercial Operations workflows, offering guidance and recommended approaches to consultants on the creation, maintenance, and management of opportunities.
• Ensure client access permissions, user roles, and platform entitlements accurately reflect purchased products, contracted services, and business requirements.
• Perform regular audits and reviews of HCA user access and permissions, particularly following product releases, platform enhancements, or changes in client subscriptions, to ensure ongoing compliance and an optimal client experience.
• See opportunities for improving Commercial Operations processes, CRM data management practices, access governance, and operational efficiency by means of ongoing improvement efforts and automation.

Leadership and Continuous Improvement

• Provide coaching, guidance, and quality oversight to team members to ensure consistent delivery standards and adherence to established guidelines.
• Develop operational insights and performance reporting to measure onboarding effectiveness, training success, service quality, and client satisfaction.
• Identify and carry out opportunities to boost efficiency, scalability, and client experience through process optimization, automation, and AI-enabled ways of working.

Qualifications

• Bachelor’s degree or equivalent experience in business, Communications, Information Technology or a related field.
• Demonstrated background in client onboarding, customer success, client operations, or account management, ideally in a Global Capability Center or shared services setting.
• Demonstrated people management experience, including coaching and developing client-facing colleagues.
• Strong product and process orientation, with the ability to serve as a subject matter expert and point of contact for blocking issues.
• Experience with support ticketing tools such as ServiceNow and structured SLA-based case management.
• Excellent collaborator management skills across global, regional and cross-functional teams.
• Experience with APAC markets throughout the region.
• Strong analytical skills to identify usage gaps and process inefficiencies.
• Comfort bringing to bear AI and automation tools to drive smarter, more efficient ways of working.
• Strong written and verbal communication abilities, with the capability to train and present to clients and colleagues.
• Ability to thrive in a fast-paced, client-centric environment while maintaining quality and governance.