The Client Experience Onboarding Specialist is responsible for overseeing the client onboarding processes for all solutions (products/services) to ensure efficient time to launch and effective client setup for success. Client Success Performance Managers (PMs) are the primary point of contact, post-sale, for their assigned accounts and own the entire customer lifecycle engagement, beginning with onboarding. The primary role for the Onboarding Specialist will be to establish, update and execute onboarding processes; serving as a subject-matter-expert (SME) resource and overall auditor of activities and progress toward our goals to minimize speed to launch, reduce failure to launch and improve quality of setup and launch, working through the PM teams.

Our role is a hybrid position located in Huntersville, NC!

Responsibilities:

• Execute a comprehensive client onboarding process to ensure thorough review of setup criteria, timely completion of input capture and seamless transition through stage-gates for the entire process.
• Develop expertise in each of the solutions and the various 3rd party platform integrations to serve as a SME in guiding the PMs through variations of the onboarding process.
• Conduct daily evaluations of all Onboarding Projects to anticipate potential roadblocks, identify gaps in activity quality or progress, and flag risks or on-hold status for potential escalation.
• Create reports with KPIs for onboarding progress reviews with PMs, Team Leads and Sales, Support and the Executive Leadership Team.
• Support development and delivery of PM onboarding enablement tools (resources, job aids, Salesforce alerts, and related training) to ensure consistency and quality.
• Provide guidance and assist with recommendations on configuring settings, workflows, integrations, best practices, and any customizations based on client requirements.
• Capture client experience feedback, failure to launch trends, best practices and emerging client requirements or competitive advances to provide guidance and improve the onboarding experience.
• Oversee the timely resolution of technical or user-related issues encountered during the onboarding process; troubleshoot and serve as a point of escalation for complex problems, collaborating with technical support teams for resolutions.
• Maintain thorough process documentation and analyze client experience feedback to identify areas for improvement in the experience, adoption and initial utilization; update and refine documentation to address changes in process or updates to the software.
• Collaborate with cross-functional teams, including Sales, Client Success, Product Development and Technical Support, to ensure alignment and cohesion in the onboarding process.
• Stay abreast of software updates, new features, industry best practices to enhance the onboarding experience and foster continuous improvement.

Skill / Experience Requirements:

• Bachelor’s Degree or equivalent experience in SaaS Onboarding, Project Management, Technical Support or related field.
• Ability to effectively work through others to accomplish goals by setting clear expectations, providing timely performance feedback and coaching to develop skill gaps.
• Proven proficiency in customer onboarding, process design, presentation skills, and ability to work through Individual Contributors to deliver customer success.
• Excellent multitasking and project management skills; well-organized with a high attention to detail and ability to prioritize work streams and anticipate issues.
• Experience engaging with customers in a consultative role, influencing behavior changes and adoption of best practices.
• Understanding of Internet and web applications (SaaS) with a curiosity and capacity to learn new technologies.
• Strong phone, written, verbal communication skills and ability to troubleshoot and creatively resolve problems and mitigate onboarding risks.
• Innovative, persuasive, creative with a genuine curiosity to learn the clients’ business; demonstrated value-added mindset and easily adapts to change.
• Demonstrated ability to work and excel in a fast-paced environment, both onsite and hybrid (work from home) schedule
• Proficient with Salesforce, Microsoft Office, Slack and Google applications
• Ability to travel, as needed.