Client Onboarding Specialist

Summary: The Client Onboarding Specialist role in London involves ensuring a smooth onboarding process for new customers, focusing on their long-term success and satisfaction. The specialist will define business objectives, adapt onboarding processes, and collaborate with various teams to enhance the customer experience. Additionally, they will monitor implementation milestones and address any risks that may arise during the onboarding phase. This position requires strong interpersonal skills and a consultative approach to foster relationships with key stakeholders.

Key Responsibilities:

• Monitor onboarding health across new customers to ensure fast-tracking value and long-term success.
• Define business objectives with customers and identify a plan for their success.
• Adapt processes to provide a tailored onboarding experience and meet customer needs.
• Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion.
• Identify opportunities to recommend necessary services and service partners for onboarding and implementation milestones.
• Track and reach key implementation milestones.
• Identify, capture, and escalate implementation risks that could lead to churn or a failed implementation.
• Train customers and provide progressive guidance throughout the implementation and launch process.
• Partner with other customer-facing teams to optimize customer hand-offs and improve the customer experience.
• Proactively surface customer risks, successes, and challenges, providing potential solutions or plans for risk mitigation.
• Build and foster relationships with key decision makers and stakeholders.
• Promote the growth of the install base by uncovering, scoping, and qualifying opportunities.

Key Skills:

• 2+ years with marketing and/or advertising campaigns and strategy (ideally digital or display advertising).
• 2+ years experience in a customer or client-facing role (i.e. B2B Marketing Sales, Customer Success, Account Management).
• Experience running onboarding and implementation activities to help customers adopt and utilize products or services.
• Solid understanding of MarTech (experience using MarTech platforms is ideal).
• Strong track record managing a portfolio of accounts, with an emphasis on driving client adoption.
• Business savvy with consultative, problem-solving, and issue resolution skills.
• Ability to build and maintain relationships, manage expectations, and identify issues that require escalation.
• Exceptional interpersonal skills; ability to discuss technical details and business strategy simultaneously.
• Patience and enthusiasm for explaining complex concepts to a diverse audience.
• Entrepreneurial mindset - thrives balancing independence and accountability.
• Ability to listen hard and adapt quickly to meet changing business objectives and requirements.
• Bonus points for experience with self-service SaaS solutions, team-oriented environments, knowledge of market and competitive landscape, and CRM and Customer Success platforms.

Salary (Rate): undetermined

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other