Onboarding Specialist II

Position Overview:

As an Onboarding Specialist II, you will work as part of the global Customer Success Team, with the expectation to deliver outstanding experiences during the client's onboarding journey. You will collaborate cross functionally with Customer Success, Marketing, Sales, and Product and own the critical early phase of the client lifecycle. You will oversee the client's technical enablement and deliver initial training to ensure early product adoption. You will be responsible for understanding each client's business requirements and tailoring their onboarding and training, with the goal of helping them realize the quickest time-to-value and a strong return on their investment.

This is a fantastic opportunity to develop your career in rewarding and meaningful ways as you interface directly with Directors, Executives, Administrators, Corporate Legal Counsel, and IT teams at top global companies, nonprofits, and government agencies.

Shift Timing: 2.30 AM - 11 AM IST

Key Responsibilities

• Manage the Client Onboarding Experience: Serve as primary contact, develop tailored onboarding plans, coordinate cross-functional teams, monitor progress, and address challenges
• Provide Initial Product Training: Provide product instruction during the initial stage of the client's onboarding process in coordination with the account's Customer Success Manager
• Drive Early Product Adoption: Assess client requirements, customize onboarding/training sessions, provide insights, and iterate strategies based on feedback
• Manage Product Setup and Configuration: Guide clients through the initial setup process, including configuring accounts and software settings to align with their requirements
• Understand and Document Client Milestones: Fully understand client objectives, document milestones, and collaborate with Customer Success Managers and Training Specialists to help ensure seamless client journey progression
• Provide Subject Matter Expertise and Deliver Best Practices: Act as a subject matter expert for best-practice produce usage during client onboarding, aligning common governance-related tasks with product capabilities to help drive full value realisation
• Provide Ongoing Client Support During Onboarding: Address questions, concerns, and technical issues via email and phone, troubleshoot problems, and escalate complex issues
• Provide Team Mentorship: Share expertise and mentor colleagues as needed to help build a highly supportive, team-oriented culture
• Seek, Monitor, and Escalate Feedback: Monitor client survey feedback to assess the effectiveness of the onboarding experience, leverage the feedback to continuously improve the experience, and relay client product suggestions to help the company continue to enhance its product offerings

Required Experience/Skills

• 3- 5 years of client onboarding or implementation experience or equivalent
• Bachelor's degree or equivalent experience in a relevant discipline preferred
• Proficiency in presenting to and collaborating with senior-level client executives, including C-Level and Directors
• Experience in strategic planning, goal setting, and performance measurement frameworks
• Resilience in adapting to change and ability to thrive in a fast-paced environment with tight deadlines and complex challenges
• Proven dedication to project ownership, collaboration, and follow-through
• Strong focus on the client experience with a commitment to delivering exceptional client satisfaction
• Excellent personal organizational skills to ensure client commitments are consistently met
• Self-motivated, with the ability to function in core responsibilities with minimal guidance, while setting priorities among competing objectives
• Strong English language proficiency with outstanding written communication and verbal communication skills

Desired Experience/Skills

• Experience with corporate governance, corporate legal teams, or entity management as a plus