Manager, Client Lifecycle
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Job Description
Manager overseeing Client Lifecycle team at Coretelligent, focusing on client onboarding and operational excellence in IT solutions.
Responsibilities:
- Oversee the team and processes responsible for guiding clients through onboarding, deployment, documentation, and transition into steady-state delivery.
- Ensure clients receive a seamless, high-quality experience while internal teams are set up for long-term success.
- Lead a team of Client Lifecycle Specialists/Engineers who deploy tooling, build documentation, configure systems, and partner closely with Engineering, Professional Services, Security (CoreArmor), Client Success, and Account Management.
- Focus on execution excellence, workflow consistency, and continuous improvement across lifecycle operations.
- Build, refine, and standardize lifecycle processes, SLAs, templates, and communication workflows to improve predictability and efficiency.
- Monitor onboarding progress, risks, cycle times, and readiness metrics; drive early escalation and corrective action as needed.
- Improve cross-functional visibility by maintaining dashboards, reporting, and metrics tied to onboarding throughput, documentation quality, and operational health.
- Identify friction points or delays in onboarding and implement process enhancements in collaboration with leadership.
- Drive continuous improvement initiatives that enhance client experience, reduce onboarding defects, and increase operational scalability.
Requirements:
- 5–7 years of experience in client onboarding, service delivery, project coordination, or lifecycle operations within an MSP, MSSP, SaaS, or IT services environment.
- 2+ years of people leadership experience (team lead or manager) with responsibility for coaching, development, and performance oversight.
- Strong understanding of IT infrastructure, networking, monitoring, and/or security tooling deployments.
- Hands-on experience using systems such as ServiceNow (ITSM/CMDB), Liongard, LogicMonitor, or similar operational platforms.
- Demonstrated ability to build or mature operational processes, workflows, and delivery frameworks.
- Excellent communication skills with the ability to explain technical information clearly to both internal teams and clients.
- Highly organized with strong documentation discipline and a focus on process consistency and quality.
- Proven ability to drive cross-functional alignment and lead teams through ambiguity and complex onboarding scenarios.
Benefits:
- Health, Dental, & Vision
- Flexible Spending Account (FSA)
- 401k
- Health Reimbursement Account (HRA)
- Health Savings Account (HSA)
- Life Insurance
- Disability Insurance
- Paid Parental Leave
- Holiday Pay
- Flexible Vacation & Sick Days
- Fourteen holidays, including a day off on your birthday
- Spot bonuses for demonstrated excellence
- Community and social events
- Learning and development
- $100 well-being allowance
- Other health & wellness perks
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