Client Onboarding Success Mgr II

$71,864 - $114,795/Yr

Royal Bank of Canada - Sacramento, CA

Full-time

Sacramento, CA

Credit Intermediation and Related Activities

About the position

The Treasury Management Solutions (TMS) Client Onboarding Success Manager is responsible for the onboarding of new and existing clients with Treasury management products, ranging from simple to complex. This role involves project management and ownership of the implementation process, ensuring client satisfaction and compliance with defined processes and policies. The manager will coordinate all necessary parties to expedite onboarding and ensure adherence to service level agreements.

Responsibilities

• Gather details of implementation and agreements through sales/client interaction.
• Coordinate all aspects of the client kick-off call for handoff from Sales to Client Success Manager.
• Ensure all TMS agreements/documentation/requirements are sent and received from the client.
• Ensure compliance with audit and risk policies and procedures.
• Proactively manage implementation issues, escalations, and error resolution.
• Document changes to policies and procedures during the onboarding process to improve future client experience.
• Schedule and coordinate file testing with clients, vendors, and internal resources.
• Coordinate testing with the TMS Client Testing Team.
• Ensure internal coordination for implementation progress.
• Create and manage project plans with agreed milestones for each client onboarding or complex product implementation.
• Set up recurring calls with clients and necessary internal partners and vendors.
• Maintain a dashboard with status updates on implementation progress for clients and deal teams.
• Coordinate and ensure client training is completed according to needs.
• Act as the point of contact for 30 days post-implementation to ensure client success.
• Facilitate hand-off to line of business operations, client services, and sales team.

Requirements

• 3-5 years customer service experience.
• 3-5 years financial service & banking industry experience, preferably handling treasury services.
• 3-5 years of experience with Microsoft, project and/or data tools.

Nice-to-haves

• Bachelor's degree or equivalent job experience.
• Client-facing treasury services implementation experience.
• Strong working knowledge of treasury management products and services.
• Proven project management experience, certification a plus (Certified Treasury Professional, Project Management Institute).
• Proficient in Microsoft Office software and data tools.
• Strong teamwork and partnership skills.
• Strong and effective communication (verbal and written) and presentation skills.
• Demonstrable self-motivation, initiation, and strong customer focus.
• Ability to work independently.

Benefits

• Bonus and/or commissions eligibility.