Project Manager - Client Onboarding, Transition & Offboarding (LATAM)

Join Avanto - A Leader in the Furniture Industry!

Role SummaryAvanto provides complex BPO and technical professional services, and our clients rely on us to seamlessly integrate into their business operations. We are seeking a highly capable, consultative Project Manager to serve as the strategic bridge between our sales team, our internal delivery teams, and our new clients.

We are looking for individuals who are comfortable working in an environment where processes are continuously evolving, and where technology including AI, is used to drive better outcomes.

This is not a back-office administrative role, and we are not looking for someone to just check boxes on a tracker. We need a delivery leader who deeply understands BPO and technical services, acting as a trusted advisor to our clients from the moment a deal closes through a successful go-live. You will architect their onboarding experience, translate their technical and business requirements into operational realities, and drive external projects with authority, high emotional intelligence, and discipline.

Key Responsibilities

Consultative Client Onboarding & Delivery

• Act as a Strategic Guide: Lead the end-to-end onboarding process for new client engagements. Leverage your understanding of Avanto's BPO and technical services to advise clients on best practices and steer them away from potential implementation pitfalls.
• Drive Kickoff & Alignment: Own the agenda and facilitate high-level external kickoff meetings. Ensure client executives and operational leaders are fully aligned on scope, technical requirements, workflows, and communication cadences.
• Manage Expectations & Scope: Act as the gatekeeper between the sales process and operational reality. Confidently manage client expectations to prevent scope creep during the onboarding phase.

Technical & Operational Translation

• Bridge the Gap: Serve as the critical translator between the client’s business needs and our internal operations and technical delivery teams.
• Validate Requirements: Ensure that all technical requirements, IT infrastructure needs, and outsourced operational workflows are thoroughly documented, understood by the client, and actionable for the Avanto team.

Client Transition & Offboarding

• Manage Seamless Transitions: Architect structured transition and offboarding plans when client engagements evolve or conclude.
• Ensure Operational Readiness: Coordinate final knowledge transfer, documentation handoffs, and operational closure to guarantee a steady-state transition without disruption.

Required Skills & Competencies

• Industry Acumen: Demonstrated ability to understand and speak confidently about BPO services, technical workflows, or IT infrastructure to both technical and non-technical external stakeholders.
• Consultative Polish: Exceptional external-facing presence. You must possess the emotional intelligence to navigate complex client dynamics, manage frustrations gracefully, and guide executives through operational change.
• Assertive Stakeholder Management: The ability to confidently set boundaries and guide client expectations while maintaining a premium service experience.
• Communication: Authoritative written and verbal communication. You command a room during client kickoffs and executive check-ins.
• Project Management Tools: Strong experience building out transparent client-facing project trackers in tools like Jira, Notion, or similar platforms.
• Experience leveraging automation or AI tools to improve workflows is preferred

Experience & Qualifications

• Experience: 3–6 years of client-facing project management or implementation experience.
• Industry Background: Required experience working within a BPO, Managed Services Provider (MSP), or Technical Professional Services environment.
• Education: Bachelor’s degree in Business Administration, Operations, Project Management, or a related field.

Key Performance Indicators (KPIs)

• Time-to-Value: Average time required to successfully onboard new clients and achieve operational readiness.
• Client Satisfaction (CSAT): Client feedback scores specifically related to the onboarding and implementation experience.
• Scope Fidelity: Minimization of out-of-scope requests or undocumented changes during the implementation phase.
• Implementation Quality: Successful transition of clients into steady-state operations with zero post-launch disruption.

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