Client Onboarding Lead
Job Summary:
MSPbots.ai, a leading provider of innovative SaaS solutions for Managed Service Providers (MSP), is seeking an experienced Onboarding Lead to oversee our client onboarding process. This pivotal role focuses on ensuring a seamless transition for new clients, enhancing their experience with our products from the outset. The ideal candidate will possess strong technical knowledge, exceptional communication skills, and a proven ability to foster positive client relationships.
Company: MSPbots (https://mspbots.ai/)
Work Hours and Schedule: Semi-flexible, 8 AM – 5 PM CDT (10 PM-7 AM PHT), Fixed rest days (Sat-Sun)
Work Location: Work remotely as of now (possible onsite by 2025)
Key Responsibilities:
Onboarding Process Management: Lead the onboarding process for new clients, ensuring adherence to company protocols while continuously seeking opportunities for improvement.
KPI Monitoring: Track and report key performance indicators related to the onboarding process, providing insights to enhance client satisfaction and engagement.
Client Communication: Establish and maintain consistent communication with clients throughout the onboarding journey, providing updates, addressing concerns, and strengthening relationships.
Customized Demos: Conduct tailored product demonstrations that address the specific needs and objectives of clients, showcasing key features and benefits.
Collaboration with Sales: Partner with the sales team to understand client requirements, ensuring a smooth handover and alignment with client expectations.
Educational Material Development: Collaborate with the team to create and revise onboarding materials that support client understanding and maximize product utilization.
Client Feedback Relay: Gather feedback from clients during the onboarding process and communicate insights to the product team for potential enhancements.
Escalation Management: Act as the primary escalation point for client onboarding issues, ensuring prompt resolution and high levels of client satisfaction.
Performance Coaching: Mentor and develop onboarding team members, fostering a culture of continuous improvement and professional growth.
Job Requirements:
Bachelor’s degree in Engineering, Computer Science, or a related technical field.
5+ years of experience in client onboarding, sales engineering, or a related field, with at least 2 years in a leadership role.
Proven experience in managing onboarding processes and developing educational materials.
Strong technical acumen with the ability to conduct customized product demos and provide technical guidance.
Excellent communication and interpersonal skills, capable of collaborating effectively with clients and internal teams.
Track record of improving client satisfaction and contributing to successful onboarding experiences.
Leadership and coaching skills, with experience in team development and performance management.
Ability to handle escalations and maintain high levels of client satisfaction.
What’s in it for you?
Permanent full-time work-from-home position
HMO (reimbursement for $100/mo)
Life Insurance (reimbursement for $20/mo)
Reimbursement for Dental-$20 and Vision-$4
15 PTO credits in a year (if unused, convertible to cash!)
Training/Development courses (reimbursement for up to $30)
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