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Client Onboarding Specialist

2 months ago

Seattle, United States Boundless Immigration Full time
Job DescriptionJob DescriptionWho Boundless Is

We're a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families and businesses. We are the largest player in the family immigration industry, and a high-growth challenger serving corporate clients. Across both consumer and business segments, we've aided over 100,000 individuals in their quest for U.S. residency.

We're backed by influential venture investors around the country, including Foundry Group (led by Brad Feld), Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective (Laurene Powell Jobs' foundation), Two Sigma Ventures, and Jerry Yang.

Today, we are a dynamic growth-stage technology company with 350+ employees across the U.S. and Philippines. We are growing both organically and through strategic acquisitions. We are well-capitalized and positioned for long-term success.

Your Mission

As the Onboarding Specialist, your mission is to deliver an outstanding onboarding experience for our B2B clients. You will be responsible for guiding new clients through the onboarding process, ensuring they are educated about our proprietary software platform, familiar with our processes, and comfortable with how we operate. You will make a lasting first impression by effectively introducing clients to our team and setting the tone for a successful partnership. You will collaborate closely with our offshore team to migrate client data efficiently and work with our Customer Success (CS) and Sales teams to ensure smooth handoffs and continuous improvement of our onboarding processes. Ultimately, your goal is to create a 10-star customer experience from day one.

What you'll do

Client Onboarding and Education

  • Lead the onboarding process for new B2B clients, ensuring they are thoroughly educated on Boundless's software platform and services.
  • Provide clients with detailed walkthroughs of our systems and processes, ensuring they feel confident and supported.
  • Serve as the primary point of contact during the onboarding phase, addressing client questions, concerns, and needs promptly.

Process Improvement and Iteration

  • Continuously assess and improve the onboarding process to enhance client satisfaction and streamline operations.
  • Collect and analyze feedback from clients and internal teams to identify areas for improvement.
  • Collaborate with cross-functional teams, including Sales and Product, to implement process enhancements.

Collaboration and Communication

  • Work closely with the Customer Success and Sales teams to ensure a smooth handoff of clients from sales to onboarding.
  • Partner with the Operations team to manage data migration and ensure a seamless transition of client information into our systems.
  • Communicate effectively with all stakeholders to maintain alignment and transparency throughout the onboarding process.

Organization and Multitasking

  • Manage multiple client onboardings simultaneously, ensuring that all timelines and milestones are met.
  • Stay organized and prioritize tasks to handle a high volume of onboarding activities without compromising quality.

Customer Experience and Advocacy

  • Create a positive and memorable onboarding experience that sets the stage for long-term client success and satisfaction.
  • Act as an advocate for clients within the organization, ensuring their needs are understood and met.
About You
  • Self-starter with a proven history of leading onboarding projects and developing onboarding playbooks
  • Proven experience in a client-facing onboarding role, preferably in a tech-enabled services environment.
  • Exceptional communication and interpersonal skills, with the ability to make a strong, positive first impression.
  • Strong organizational skills with the ability to manage multiple onboarding projects simultaneously.
  • Experience collaborating with cross-functional teams and working with global teams is a plus.
  • A passion for delivering exceptional customer experiences and a proactive, solution-oriented approach.
  • Comfortable working in a fast-paced, dynamic environment with the ability to adapt to change.
Why work for Boundless?

Boundless offers employees the unique opportunity to grow professionally as leaders in the online immigration industry while driving positive social change. Every employee is essential to achieving our core mission of empowering every family to navigate the immigration system more confidently, rapidly and affordably.

We are trailblazers in the online immigration space because we aren't constrained by convention - We think without bounds. Boundless is a place for employees who aren't afraid to continuously try new things. We value a spirit of inquiry and look for individuals who ask questions and challenge ideas to move us forward, to understand the why. We encourage our employees to focus on outcomes over output and to address complex challenges with simple solutions. Boundless is all about ownership, accountability, and flexibility in how we approach our individual company roles, and the industry as a whole.

Visit careers.boundless.com to learn more about Boundless, including our perks and benefits