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CLIENT ONBOARDING & HYPERCARE MANAGER

INT-3C7B976

City
Taguig City, Philippines
Schedule
Office Location
PICADILLY STAR

Make your next big career move by applying as KMC Solutions' next 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.

On top of your salary, here are the exciting benefits you can look forward to:

  • 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

The main responsibilities of a CLIENT ONBOARDING & HYPERCARE MANAGER include:

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

To apply, you must be an expert on the following requirements:

• 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

It will also be favorable if you are knowledgeable in:

• 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)

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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