Job Overview:
We are seeking a proactive and process-centric individual to join our team as an Onboarding Operations Specialist. As a key member of our onboarding team, you will be responsible for managing and executing the onboarding process for new clients signing up for our new product initiatives (Delivery Enablement, WondersPay, SMS Marketing, etc.), ensuring a smooth transition and a positive initial experience. The Onboarding Operations Specialist will play a critical role in properly onboarding each new client while maintaining smooth cross-functional team collaboration and communication.
Responsibilities:
- Onboarding Process Management:
- Coordinate and oversee the end-to-end onboarding process for new clients, ensuring a seamless and efficient experience.
- Collaborate with various internal teams, including sales, client success managers, client tech, menu content, and training,, to gather necessary information for successful onboarding.
- New Product Launch Onboarding:
- Learn and execute the onboarding setup process for the company’s new product launches (Delivery Enablement, WondersPay, SMS Marketing, and more new initiatives to come)
- Cross-Functional Team Collaboration:
- Facilitate effective communication within the internal onboarding teams
- Work closely with the broader onboarding teams to receive regular updates and address client inquiries/requests
- Timeline Management:
- Closely monitor each client's onboarding timeline and milestones.
- Implement and enforce strategies to keep onboarding projects on schedule.
- Documentation:
- Maintain detailed documentation of each client onboarding project, primarily status updates
- Ensure all required client documentation is completed accurately, organized, and easily accessible
- Issue Resolution:
- Understand the escalation path to address and resolve any issues or concerns raised by clients during the onboarding process.
- Work closely with internal teams to provide timely solutions and enhance the overall client experience.
Qualifications:
- Possess relevant experience in client onboarding, account management, or a similar client-facing role.
- Strong understanding of customer service principles and client relationship management.
- Excellent communication and interpersonal skills.
- Detail-oriented with strong organizational and problem-solving abilities.
- Tech-savvy or ability to learn new technologies quickly.
- Familiarity with CRM systems and client onboarding tools.
Attributes:
- Client-centric mindset with a commitment to delivering exceptional service.
- Proactive and able to anticipate client needs.
- Strong team player with the ability to collaborate across departments.
- Adaptable to change and comfortable working in a fast-paced environment.
- Positive and professional demeanor.
If you are passionate about delivering outstanding client experiences and possess the skills and attributes mentioned above, we encourage you to apply for the Onboarding Operations Specialist position. Join our team and contribute to building lasting and successful relationships with our valued clients.
