Client Onboarding Success Mgr II

$71,864 - $114,795/Yr

Royal Bank of Canada - Richmond, VA

Full-time

Richmond, VA

Credit Intermediation and Related Activities

About the position

The Treasury Management Solutions (TMS) Client Onboarding Success Manager is responsible for onboarding new and existing clients with Treasury management products, managing the implementation process to ensure client satisfaction. This role involves coordinating various parties, managing project timelines, and ensuring compliance with policies while focusing on expediting time to revenue according to service level agreements.

Responsibilities

• Sales/Client interaction gathering details of implementation and agreements
• Coordinate all aspects of client kick-off call for handoff from Sales to Client Success Manager to confirm scope and agree on milestones
• Ensuring all TMS agreements/documentation/requirements are sent and received back from the client based on services being set up
• Ensure compliance with audit and risk policies and procedures
• Proactively manage implementation issues, escalations and error resolution
• Manage and document changes to policies and procedures that have arisen during the client onboarding process
• Scheduling/Coordinating file testing with client/vendors/CNB resources
• Schedule and coordinate testing with the TMS Client Testing Team
• Internal coordination to ensure implementation progressing
• Create and manage project plan with agreed milestones for each new client onboarding or new complex product implementation
• Set-up reoccurring calls with client and any necessary internal partners and vendors
• Maintain dashboard with status and updates on progress of implementation to client and deal team
• Coordinate and ensure client training is completed and meets needs of client
• Ensure client is trained based on implementation timeline
• Remain point of contact for 30 days post implementation to ensure client success in utilization of products
• Facilitate a hand-off to the 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

• Preferred Bachelor degree or equivalent job experience
• Seasoned problem-solving, analytical and decision-making skills
• Preferred 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

• Eligible for bonus and/or commissions
• Comprehensive benefits and perks offered by City National Bank