Client Onboarding Specialist

Job Description

REQUIREMENTS

• An associates degree or equivalent experience
• Project management and problem-solving skills with an emphasis on attention to detail, timelines, and quality of work
• Experience with Salesforce CRM and Churnzero or Gainsight
• Strong execution skills and the ability to drive action and accountability
• Prior track record of defining and optimizing processes
• The ability to manage multiple competing priorities, rapidly adapt and respond to client requests and timeline changes
• The ability to work with cross-functional teams and clients
• SaaS industry experience, advantageous
• Client success and/or project management background
• Collaborative, organized, and execution-oriented with strong presentation skills
• Excellent written and verbal communication skills
• Strong time management skills
• Strong initiative and sound decision-making ability
• Ability to sit for prolonged periods at a desk and work on a computer
• Must be able to lift up to 15 pounds at times

RESPONSIBILITIES

• Develop and maintain strong client relationships.
• Manage client conversations across all support channels.
• Share relevant client feedback to appropriate teams, improving products and services offered.
• Evaluate the client support processes and measure results, helping develop strategies to enhance the client experience.
• Work with internal teams and clients to execute goals and strategies.
• Conduct onboarding meetings, product tours, company presentations, and product demos.
• Understand customer context and goals, providing product information to best serve those goals.
• Educate customers and optimize their product setup for the quickest path to success.
• Eliminate roadblocks in the way of customers’ goals: product issues, poor implementation, support issues, customer knowledge gaps, or simply poor product understanding.
• Improve product adoption and customer retention while helping foster positive customer relationships that create a loyal customer base.
• Assist customer support with customer issues and requests.
• Complete other duties as assigned.

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