Client Onboarding and Success Manager

Summary The Client Onboarding and Success Manager leads the design, deployment, and ongoing improvement of client onboarding, training, and support in the APAC region. Based at the Global Capability Center, this role serves as the regional expert on onboarding workflows, training enablement, and the HCA platform, guaranteeing that global standards align with local market demands. The role partners closely with global, regional, and local collaborators to deliver a consistent, scalable, and high-quality client experience. In addition to leading client enablement initiatives, the Client Onboarding and Success Manager drives continuous process and product improvements through client feedback, operational insights, and established guidelines, while providing leadership, coaching, and quality oversight to client-facing colleagues. Training and Capability Enablement Create and coordinate the annual client education approach and schedule, covering training content, delivery dates, resource organization, and trainer assignments. Establish, maintain, and supervise a qualified trainer pool across APAC, ensuring trainers satisfy defined competency and certification benchmarks. Arrange and conduct Train-the-Trainer workshops for new trainers, cooperating with internal subject matter experts and global participants to guarantee consistent trainer readiness. Coordinate with cross-border teams to produce, customize, refine, and maintain training materials and enablement content that assist onboarding and ongoing client success. Oversee the end-to-end delivery of client-facing training programs, ensuring all sessions are delivered on time, to a high-quality standard, and in accordance with agreed service expectations. Collect, analyze, and share client feedback, training outcomes, and adoption insights with global partners to support continuous development of training content, delivery methods, and learning experiences. Manage training registration platforms, webinar schedules, attendance records, and training-related reporting. Product Expertise and Client Support Serve as the APAC HCA Platform Product Expert, maintaining deep knowledge of product functionality, workflows, features, and standard methodologies. Offer advisory assistance to internal consultants by answering product-related inquiries, solving intricate problems, and suggesting practical solutions. Manage and oversee support requests through digital ticketing systems, ensuring issues are appropriately prioritized, investigated, and resolved within agreed service levels. Analyze support tickets, recurring issues, and client feedback to find opportunities for product, process, and service improvements, proactively providing recommendations to relevant partners and product teams. Build and maintain a strong understanding of clients' industries, business models, challenges, and use cases to provide more relevant and helpful support. Work together with international product, operations, and support organisations to improve platform functionality, user experience, support processes, and knowledge resources. Client Integration and Support Lead the APAC onboarding approach and structure by adapting global onboarding needs into workable regional procedures and client interaction methods. These should address the distinct business demands of each APAC market while ensuring a uniform and excellent client experience. Plan, establish, and persistently improve the client onboarding framework, incorporating client eligibility criteria, onboarding pathways, service requirements, and governance standards. Establish, document, and maintain end-to-end onboarding processes, policies, and guidelines to ensure consistency, scalability, and operational excellence across the region. Lead the planning and coordination of onboarding activities for new and returning clients, ensuring seamless implementation and effective collaborator engagement. Serve as the regional authority on onboarding