Reports To: Head of Onboarding | Revision Date: October 2023 | Department: Customer Success

Job Summary: The Client Onboarding Specialist is responsible for leading the process of bringing new customers onto our company’s platform..

Required Education and Experience:

• 3+ years of experience in a customer-facing role within the SaaS, fintech, or mortgage industry.

• Exceptional interpersonal and communication skills, both written and verbal.
• Strong problem-solving skills with an ability to analyze situations and provide innovative solutions.
• Proven track record of maintaining high customer satisfaction rates.
• Able to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Post Secondary education (An Asset).

Essential Functions:

• Conduct onboarding with new clients, including discovery sessions, system set ups training, check-ins, and 360 feedback sessions.

• Improve client sentiment and Customer Lifetime Value (CLTV).
• Document and resolve customer inquiries.
• Provide Client updates as required.
• Highlight key features and functionality during the onboarding process and track usage to ensure client goals are met.
• Identify opportunities for upselling or cross-selling additional products or services to existing customers.
• Stay up to date with industry trends and best practices and share that knowledge with customers and internal teams.
• Contribute to the development of customer success strategies and processes to drive customer engagement and retention
• Document and Provide feedback to the product development team on customer needs and pain points.

• Work with customers to identify their business goals and challenges and provide guidance on how our platform can help them achieve those goals.

• Improve client sentiment and Customer Lifetime Value (CLTV).
• Document and resolve customer inquiries.
• Provide Client updates as required.
• Highlight key features and functionality during the onboarding process and track usage to ensure client goals are met.
• Work with customers to identify their business goals and challenges and provide guidance on how our platform can help them achieve those goals.
• Identify opportunities for upselling or cross-selling additional products or services to existing customers.
• Document and Provide feedback to the product development team on customer needs and pain points.
• Stay up to date with industry trends and best practices and share that knowledge with customers and internal teams.
• Contribute to the development of customer success strategies and processes to drive customer engagement and retention.
• Work with Sr. Product Managers and the Head of Product to analyze the user’s problems and needs and ensure you’re articulating product value proposition and product positioning to clients.
• Gather and analyze user feedback and other sources of customer intelligence.
• Define and monitor KPIs to ensure the product goals will be achieved.
• Other duties as assigned.