INT-F170331 | CLIENT ONBOARDING & HYPERCARE MANAGER

The Client Onboarding & Hypercare Manager is responsible for owning and driving excellence in client onboarding and early-stage account stabilization through a structured 3–6 month hypercare framework. This role ensures that all new and transitioning clients achieve rapid operational stabilization, high adoption rates, strong stakeholder alignment, and measurable confidence in KMC’s services before transitioning to steady-state account management. The Manager serves as the primary accountability point during onboarding and hypercare, ensuring clear success milestones, proactive risk mitigation, and a seamless transfer to long-term account ownership. You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network. Making sound decision-making and flexibility to ensure team dynamics and productivity. Hybrid work setup Competitive salary and benefits HMO + free dependent Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge) Diverse learning & growth opportunities Accessible Cloud HR platform (Sprout) Above standard leaves 1. Client Onboarding & Hypercare Ownership • Own and continuously improve the end-to-end client onboarding and launch framework • Lead execution of the 3–6 month hypercare model for all new and transitioning clients • Define and enforce onboarding milestones, KPIs, and structured exit criteria from hypercare • Partner with cross-functional teams (Operations, Sales, Finance, HR, IT) to ensure seamless operational setup • Proactively identify onboarding risks, adoption gaps, and early warning indicators, ensuring timely resolution • Serve as primary escalation point during hypercare to reinforce client trust and confidence • Develop, maintain, and optimize the in-house onboarding management system • Ensure complete and accurate documentation of onboarding plans, milestones, and client masterfiles • Drive clear communication cadence with clients including structured check-ins and executive touchpoints • Oversee formal hypercare exit reviews and structured handover to steady-state account management 2. Service Delivery Oversight During Hypercare • Monitor SLA adherence, ticket resolution trends, and operational performance during onboarding • Ensure onboarding-related billing accuracy and contract alignment • Oversee execution of Progress Reports and hypercare performance updates • Manage escalations, service gaps, and transition risks within defined timelines • Ensure business continuity planning and risk mitigation are in place during early-stage delivery 3. Client Engagement & Stakeholder Management • Build strong working relationships with key client stakeholders during onboarding • Establish executive-level engagement cadence to reinforce confidence • Represent KMC with strong knowledge of service capabilities and onboarding methodology • Deliver high-quality onboarding presentations, transition roadmaps, and reporting materials • Proven experience managing end-to-end client onboarding and structured hypercare programs (3–6 month lifecycle) • Strong understanding of SLA management, service delivery frameworks, and operational stabilization processes • Demonstrated ability to identify onboarding risks and implement mitigation strategies early • Experience managing executive-level client relationships and leading high-stakes escalations • Strong project management expertise (milestone planning, risk tracking, stakeholder alignment) • Ability to translate client contracts and scopes of work into actionable onboarding plans • Excellent written and verbal communication skills with strong presentation capabilities • Experience working cross-functionally with Sales, Operations, Finance, HR, and IT teams • Strong analytical skills with ability to interpret CSAT, NPS, operational metrics, and performance dashboards • Minimum of 5–7 years experience in client services, account management, onboarding, or service delivery roles • Bachelor’s degree in Business, Management, or related field (Master’s degree preferred)