Director of Client Onboarding

Alliance HCM • The Woodlands, TX

1d • Onsite

About The Position

Alliance HCM in The Woodlands, TX is searching for an experienced full-time Director of Client Onboarding to lead high-performing support professionals, strengthen client relationships, and help shape the future of our growing organization. This role involves guiding a team of Application Support Analysts, serving as a resource for escalated client concerns, and developing a deep understanding of AllianceHCM's reporting, data management, and support processes. The Director will oversee case activity in Salesforce, monitor service levels, ensure timely client resolutions, and handle complex payroll or HCM issues. Collaboration with onboarding, development, reporting, and training teams is key to improving system functionality and client experience. Responsibilities also include analyzing workloads, adjusting staffing, communicating progress and risks to senior leadership, and identifying opportunities for operational efficiency improvements.

Requirements

• 5+ years of experience in an HCM environment.
• Proven success managing SLAs, case ticket volume, and team performance targets.
• Deep understanding of systems and support operations with a strong technical foundation.
• Proficient with Salesforce (or a similar CRM/case management platform) and Microsoft Office (Excel, Word).
• Strong analytical and data-driven decision-making skills.
• Demonstrated ability to prioritize work across multiple projects and initiatives in a high-growth environment.
• Effective communicator and collaborator with strong interpersonal instincts and the ability to build trust across departments and with clients.
• Self-motivated, detail-oriented, and highly organized, with a bias for action and follow-through.

Nice To Haves

• Payroll, benefits, or HR experience.
• Experience with SQL or report writing tools.
• Experience in HCM/payroll implementation or client data conversion.
• Knowledge of benefits, timekeeping, or general ledger processes.
• Bachelor's degree in technology, human resources, or a related field.

Responsibilities

• Lead a team of Application Support Analysts.
• Serve as a trusted resource for escalated client concerns.
• Develop a deep understanding of AllianceHCM's reporting, data management, and support processes.
• Coach team members through challenges and help them succeed.
• Oversee case activity within Salesforce.
• Monitor service levels and ensure timely client resolutions.
• Step in to handle complex payroll or HCM issues requiring senior-level attention.
• Collaborate with onboarding, development, reporting, and training teams to improve system functionality and client experience.
• Analyze workloads and adjust staffing priorities during busy periods.
• Communicate progress and risks to senior leadership.
• Continuously identify ways to improve operational efficiency, documentation, and support outcomes.

Benefits

• Competitive salary that reflects your experience and qualifications, plus variable compensation
• 100% employer-paid medical, dental, vision, life, and long-term disability insurance
• 401(k) with employer match
• High-impact leadership visibility and career growth opportunity
• Innovative, collaborative work culture

What This Job Offers

• Job Type: Full-time
• Career Level: Director