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Client Onboarding Specialist

2 months ago

Chicago, Illinois, United States Loop Full time
About Loop

Loop is dedicated to releasing profits that are constrained within the supply chain while reducing expenses for consumers. Inefficient workflows and inaccurate data create barriers that hinder working capital and inflate costs for all stakeholders in the supply chain.

Our innovative audit and payment platform leverages domain-driven AI to navigate the intricacies of supply chain data and documentation. We enhance visibility into transportation expenditures, enabling companies to manage their costs effectively and drive profitability. This is why prominent industry players collaborate with Loop.

Our investors include leading firms and individuals from the industry, bringing a wealth of expertise from renowned companies.

About the Role

We are seeking a Client Onboarding Specialist to work collaboratively across Sales, Pre-Sales, Engineering, and Customer Success teams to ensure a smooth onboarding process for our clients. The Client Onboarding Specialist will engage in thorough assessments of client requirements to tailor Loop's system and manage each implementation project through to post-launch support, ensuring that both internal and external timelines are adhered to. This role involves partnering with operations and engineering teams to guarantee that the final product aligns with client expectations and is adequately supported for ongoing service. The Client Onboarding Specialist will provide support for client implementations both in-person and remotely, delivering product and operational expertise to customize the client's setup while recommending best practices that may necessitate change management.

Key Responsibilities
  • Oversee project management for solution design and implementations, including, but not limited to:
    • Facilitating the onboarding journey for new clients, ensuring a seamless transition from sales to implementation. Collaborate closely with the sales team to grasp client needs and specifications.
    • Conducting kickoff meetings - both remote and occasionally on-site - to present an overview of Loop's solutions.
    • Creating and executing detailed implementation strategies for each client, encompassing timelines, milestones, and deliverables. Coordinating with cross-functional teams to ensure timely completion of all implementation elements.
    • Collaborating directly with Loop's technical architect to define use cases for Loop's product and roadmap.
    • Conducting weekly status meetings - client calls to assess progress, challenges, and upcoming tasks.
    • Identifying and advising clients on business process enhancements, optimization, and best-practice initiatives, including testing, training, managing go-live, and system transitions.
    • Ensuring successful post-implementation handoff before transitioning the account to our customer success team.
  • Manage multiple projects simultaneously, at various stages of implementation; must be exceptionally organized with a strong sense of urgency to meet deadlines.
  • Document functional requirements that are clear, comprehensive, and easily trackable. Must possess relevant experience to lead in-depth discovery sessions on business and technical requirements.
Experience Required
  • 3-5 years of client-facing experience in one or more of the following areas:
    • Supply chain/logistics technology integrations, or
    • Project/Account Management within the logistics or transportation sectors.
  • 3+ years of direct involvement in the Transportation, Logistics, Brokerage, and/or Supply Chain Industries.
  • Proven ability to lead large groups towards achieving critical objectives.
  • Capacity to proactively identify and communicate risks and opportunities.
  • Experience in leading process mapping and workflow sessions for implementations, as well as creating internal and external user documentation for workflows and standard operating procedures.
  • Ability to quickly adapt to changing needs and timelines.
  • Demonstrated presentation or training experience.
  • Excellent communication skills, both written and verbal, with the capability to convey technical concepts to non-technical stakeholders effectively.
  • Highly organized with a keen attention to detail and the ability to multitask in a dynamic environment.
  • Proficiency in project management tools and software.
  • Willingness to travel as needed.
  • This is a hybrid role with expectations for in-office collaboration on a regular basis.
Benefits & Perks
  • Comprehensive Medical, Dental, and Vision Insurance plans, fully covered for you.
  • Commuter & Flex Spending benefits.
  • 401k plan.
  • Unlimited PTO.
  • Generous professional development budget to support your growth.
  • Monthly subsidy for physical and mental wellness activities, including yoga, meditation, gym, or ski memberships.