ABOUT THE ROLE:
- The Client Onboarding Specialist play a crucial role as the key account owners for all newly onboarding clients. They share a primary responsibility within the company: ensuring that newly signed accounts transition smoothly onto the product and that users are actively engaging with it. Acting as teachers to our clients, who are our students, they guide and support them through the onboarding process.
- Client Onboarding Managers are also responsible for addressing issues such as churn requests and account escalations or de-escalations. They act as advocates for the product, both internally and externally, striving to provide excellent customer service throughout the onboarding period and in any subsequent communications with clients.
- In addition to these responsibilities, a Client Onboarding Manager will also be responsible for various levels of client training in our product/s. An ideal Onboarding Manager is someone who continuously iterates on existing processes and is deeply involved in raising the standard of the entire customer care team. They ensure high levels of product engagement among all clients and consistently work to enhance the overall client experience.
RESPONSIBILITIES:
As an Onboarding Specialist, you will be the key account owner for newly onboarding clients. Your primary focus will be to ensure a smooth transition for new accounts and drive product engagement
Core Responsibilities:
- Onboarding: Oversee the onboarding of new accounts over a 4–12-week period, including specific training and Q&A sessions.
- Health Checks: Conduct health checks at specified stages for all onboarded clients.
- Training Sessions: Facilitating best in class training sessions to support the onboarding process.
- Churn Management: Identify churn indicators, process churn requests, and implement necessary steps to retain clients.
- Account Escalations: Handle escalations for Bronze and occasionally Silver accounts.
- Product Engagement: Drive product adoption and engagement with onboarded clients.
- Reporting: Provide monthly reports on onboarding progress, health checks, account churns/issues, and project work.
Secondary Responsibilities:
- Client Engagement Projects: Participate in client adoption and engagement projects.
- Ongoing Customer Service: Provide continuous professional education and customer support.
- Training Material Development: Improve training videos and written content.
- Webinars and Training: Conduct scheduled webinars and Q&A sessions as required.
SUCCESS FACTORS:
The following experience, skills, qualifications and attributes are required or desirable in team members who perform the Onboard Specialist role. They are:
- Real Estate Agency Experience (preferred but not essential).
- Strong written and verbal communication skills.
- Able to calmly navigate conflict with customers.
- Strong product knowledge – most likely gained through at least 6 months initially working in the front-line support role.
- Strong time management and task triage skills.
- A team player who loves to support other people within the team.
- Able to problem solve customer issues.
- Comfortable working in a fast-paced, scaling start-up environment.
- Well-developed customer service focus with excellent communication skills.
- Exceptional organizational and planning skills that contributes to effective and efficient task completion.
- A curious learner who is willing to continuously learn new things.
WORK DETAILS:
- Shift: Monday to Friday, 6:00am- 3:00pm or 7:00am- 4:00pm PH Time; depending on business needs
- Location: Makati | *Work from Home Until Further Notice
- Status: Full time employment
To apply for this job email your details to recruitment@flexisourceitph.com
