About the role

Ensure seamless client onboarding and solution delivery by leading strategic programs and cross-functional collaboration. Serving as the primary customer contact for new solutions and technology, they drive engagement, operational excellence, and long-term account value. Through process optimization, documentation updates, and team enablement, they elevate service quality and support business growth.

Key Responsibilities

• Lead and execute internal programs aimed at enhancing organizational performance and delivering strategic business goals, while overseeing the onboarding of newly sold technologies and services to ensure seamless client adoption.
• Collaborate cross-functionally with Solutions, IT, Sales and Customer Excellence teams to onboard new clients and implement solutions effectively, ensuring alignment and operational readiness across all delivery functions.
• Act as Onboarding Manager (OM) for new client engagements that require new technology and/or services, including onboarding of returning or inbound clients without an assigned AM/BDD. Facilitate the integration of new services and technologies into client operations.
• Operationalize new services and technologies by translating strategic initiatives into actionable processes for the Customer Excellence team, ensuring readiness and alignment across delivery functions by co-authoring and delivering training to the CE teams.
• Review and optimize account processes, identifying areas for improvement, updating documentation, and implementing enhancements that elevate customer experience and operational efficiency.
• Mentor and train team members on complex quoting, scheduling, risk management, and other specialized topics. Deliver ad-hoc training sessions tailored to the needs of PCs, PMs, SPMs, and TLs.
• Provide consultative support on operational matters including solution definition and service design. Collaborate with Sales (GPS/BDs/AMs) to shape client proposals and drive successful outcomes.

Requirements

Experience:

· 5-7 years’ experience in service/project management or in similar roles/businesses.

Level of Education: University level (bachelor) or equivalent 3 years degree.

Field: Business, Communication and/or Language Services related.

Language:

· English [Mandatory]

Job Specific Skills - Senior:

· Operational service/project management processes and methodologies, preferably related to Language Services.

· Client relationships management at different levels, including difficult situations, conflicts resolution, and complaints.

· Communication and organizational skills.

· Ability to manage priorities.

· Ability to collaborate with multiple internal teams.

IT Skills:

· TEMPO.

· Salesforce.

· MS Office/Suite

Benefits

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Acolad offers a comprehensive benefits package. New employees are eligible to receive benefits on the first day of the month after their start date.

Highlights of the program include:

✨Medical, Dental, Vision, Life Insurance, Short-Term Disability, Health Savings and Flexible Spending Account options.

✨Many other voluntary options to choose from: Voluntary Life Insurance, Long-Term Disability, Buy-Up Short-Term Disability, Identity Theft, Legal Insurance and Critical Illness Insurance.

✨401(k) plan with 50% match on 12% employee contribution - providing an employer contribution of up to 6%.

In addition to the benefits package, Acolad also offers the following time off:

✨Starting with 15 days of paid time off annually, with ability to move to 28 days within five years of tenure.

✨Nine paid holidays per year.

Salary base range for this position is between $92K to $100K, dependent upon experience and physical location. This position is eligible for variable compensation in addition to the base salary. 

This opportunity will close November 12th 2025.