Opened 4 days ago Remote Job
Company

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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