Onboarding Specialist

7 months ago

Cape Town, South Africa Social Places Full time

**Onboarding Specialist**

**About the Role**:
We are looking for a highly organised and enthusiastic Onboarding Specialist to join our growing team. This role will play a vital part in ensuring our new clients experience a smooth and successful transition into using and adopting our software and platform. You will be the primary point of contact for clients during the onboarding process, guiding them through every step and setting them up for success.

Based in Cape Town - Hybrid Role

**Responsibilities**:

- Manage and own customer relationships from the point of sale through successful onboarding.
- Partner with the sales team during the final stages of the sales cycle to understand client needs and expectations.
- Work with sales and support teams to ensure that each piece of the journey meets customer expectations.
- Manage all client communication regarding onboarding.
- Client Setup and Platform Configuration:

- Conduct initial meetings and workshops to gather client information and requirements.
- Facilitate brand optimization, including gathering necessary assets and ensuring platform listings adhere to best practices.
- Create and manage client user accounts within the platform and related tools.
- Set up and configure client brands and locations according to specifications.
- Conduct comprehensive audits of platform listings to ensure accuracy and consistency.

**Training and Support**:

- Deliver tailored training sessions to equip clients with the knowledge and skills to utilise the platform effectively.
- Develop and maintain user guides and other training materials to support ongoing client success.
- Provide ongoing support and guidance to clients throughout the onboarding process.
- Develop a scorecard that tracks both client satisfaction and internal efficiency metrics.
- Analyse the correlation between specific onboarding activities and client success metrics.
- Use data-driven insights to inform ongoing improvements to the onboarding process.
- Create initiatives that help to drive successful product implementation.
- Help the customer define their needs and manage their timeline toward seeing value.
- Successfully transfer your client relationships to an Account Manager upon onboarding completion.

**Qualifications**:

- Bachelor's degree in a related field (marketing, project management, etc.).
- Minimum of 2 years experience in a Client Onboarding role, preferably within the SaaS or digital agency industry.
- Minimum of 4 years’ experience within a SaaS or digital agency industry.
- Strong understanding of project management methodologies and tools.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients.
- Highly organized and detail-oriented, with a strong commitment to deadlines.
- Data-driven approach with a focus on continuous improvement.
- Proficiency in Microsoft Office Suite and other relevant software tools.

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