Client Onboarding Specialist

2 weeks ago

Burlington, United States Ceres Group Full time

We are a well funded, rapidly growing fintech firm that still embodies a small start-up culture. You will still be in the early stages and have a hand in maturing and developing our globally used platform. We are hiring Boston based Customer Onboarding Specialists to help set up these high-value customers for success through a clearly defined implementation process.

As a Customer Onboarding Specialist, you will educate new customers, help solve functional/technical problems, and ensure the smooth adoption of our products. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and onboarding is the first step of that process.

Key Responsibilities:

* Own and manage customer relationships from the point of sale through successful implementation
* Develop measurements to help understand the impact of successful implementation
* Create initiatives that help to drive successful product implementation
* Help the customer define their needs and manage their timeline toward seeing value
* Work with sales, product, and support teams to ensure that each piece of the journey meets or exceeds customer expectations
* Build evergreen content and resources for customers (and other organizations) to use for education and to drive rapid product adoption
* Become a FundGuard expert and discuss or educate on any nuance of the product internally and externally
* Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed
* Create repeatable processes, resources, and frameworks to use when onboarding customers
* Successfully transfer customer relationships to a customer success manager after onboarding

REQUIREMENTS

* Technical and functional knowledge of enterprise investment accounting software
* An understanding of market needs and current use cases of businesses
* Strategically minded - helping customers come up with their overall strategy with our product
* Financial services industry project management experience
* Pleasant and straightforward phone and video manner
* Excellent written communication
* Organizational skills - working with multiple customers
* Highly self-motivated and driven
* The ability to shift priorities quickly when necessary
* Bachelor's degree or higher
* Co-locating with the client when necessary
* Working two - days a week onsite in our 128 beltway office

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