Description:
• Be the bridge between new clients and long-term success.
• Lead the onboarding process for new clients, ensuring they are fully set up and integrated within their first 60 days.
• Manage client setup in our CRM and contact center software, create client scripts, build booking and intake forms using Calendly and Jotform, and implement no-code automations with Zapier.
• Act as the primary point of contact during onboarding, setting expectations and addressing any client concerns.
• Diagnose and resolve any challenges that arise during implementation process to ensure client satisfaction.
• Communicate operational changes to the internal team and relay long-term product improvements to the product team.
• Continuously optimize onboarding experience by improving workflows, processes, and documentation.
• Maintain and update onboarding materials, preparing for future team growth.
• Collaborate with cross-functional teams including Sales, Operations, and Technology to enhance overall service delivery.
• Contribute to knowledge-sharing by creating support articles and training materials.
Requirements:
• Bachelor’s degree in Business, Communications, Customer Experience, or a related field.
• 3+ years of experience in client success, client onboarding, customer service or account management.
• Experience working with business clients in a B2B environment.
• 3+ years of experience with HubSpot or other CRM tools.
• 2+ years of experience with No Code applications such as Zapier.
• Strong problem-solving skills with the ability to analyze client needs and create tailored solutions.
• Excellent communication skills, with the ability to explain complex concepts clearly and simply.
• Comfortable facilitating live onboarding sessions via Zoom and managing client interactions professionally.
• Experience in SaaS, technology, professional services, or virtual receptionist industries is a plus.
• Highly adaptable with a process-driven mindset and strong attention to detail.
• Technical proficiency in CRM tools, ticketing systems, and cloud-based communication platforms.
Benefits:
• A competitive salary of $2,800 to $3,200 USD per month, based on experience.
• Competitive performance-based bonuses.
• Career growth opportunities, with the ability to advance into leadership or specialized roles.
• Ongoing learning and development, including training programs, workshops, and courses.
• Recognition for exceptional performance, with regular feedback sessions and tailored career development plans.
• 15 paid vacation days per year, plus an unlimited unpaid time-off policy.
• Company-wide events and team-building activities hosted by our Culture Committee.