Client Onboarding Specialist II

2 weeks ago

Lansing, Michigan, United States VC3 Full time
Job Overview

The primary responsibility of the Onboarding Analyst II is to facilitate the seamless integration of new clients into our VC3 services with precision and efficiency. As the client's first point of contact in a technical capacity at VC3, the Onboarding Analyst II must adeptly gather information from clients to uncover essential details about their new network while communicating in accessible terms.

This role requires a hands-on approach to discover and document the unique aspects of each new environment. Opportunities may arise for the Onboarding Analyst II to engage in Proactive Technical Alignments, ensuring that our continually refined best practices are consistently applied to client networks through both onsite visits and remote assessments.

Our Team:

Our team members embody collaboration, positivity, and a commitment to shared success. Transparency is a fundamental principle here; we prioritize open communication, ensuring that every team member's voice is acknowledged and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we strive to achieve extraordinary outcomes together.

Core Focus:

Our team plays a crucial role in our mission: to serve those who serve by providing technologies that enhance safety and simplicity in everyday life. With nearly three decades of specialized expertise, we transcend conventional boundaries, delivering customized managed services and cybersecurity solutions to our clients.

Your Development:

We are a growth-oriented organization that emphasizes professional development, offering numerous avenues for career advancement. Rooted in our core value of being Passionately Curious, VC3 fosters a dynamic learning environment that highlights hands-on experiences and formal development programs, celebrating continuous learning to advance your career.

Key Responsibilities
  • Adhere to and promote "The VC3 Way," our established standards and processes that ensure predictable outcomes for clients.
  • Conduct thorough onsite and remote discovery and documentation of new standard and advanced client networks.
  • Assist in the discovery and documentation of enterprise-level client networks.
  • Support the training and mentoring of team members.
  • Ensure tools and internal processes are deployed and configured according to standards.
  • Develop and maintain a comprehensive understanding of the client environment, ensuring accurate communication with both technical and non-technical internal teams.
  • Drive efficiencies and enhance the new client onboarding process.
  • Manage the offboarding of VC3 tools and services for departing clients.
  • Analyze client technical environments for alignment with documented Best Practices and Standards.
  • Conduct site visits to review client technical environments.
  • Collaborate with internal teams to review network reports and ensure alignment with client technology direction and business objectives.
  • Deliver exceptional technical services by leveraging analytical and holistic thinking to promote continuous improvement in internal processes and client networks.
Additional Responsibilities
  • Maintain accurate and timely timesheets, documenting troubleshooting and communication with clients.
  • Receive mentorship and constructive feedback from peers and supervisors.
  • Escalate complex issues to senior resources or appropriate teams when necessary.
  • Review tickets with management.
  • Actively participate in team meetings and huddles.
  • Create and update documentation as changes occur or discoveries are made.
  • Attend required training and team meetings.
  • Perform additional duties as assigned.
Skills, Knowledge, and Expertise
  • Strong problem-solving and decision-making abilities; capable of analyzing complex issues.
  • Self-motivated, detail-oriented, and highly organized, with the ability to manage multiple tasks efficiently and effectively.
  • Excellent oral and written communication skills, comfortable interfacing with client executive teams.
  • Process-driven with a keen attention to detail and strong follow-through.
  • Professional demeanor and exceptional client service skills.
  • Strong work ethic with a commitment to learning, growth, and skill development.
  • Minimum of 1 year of experience at VC3 in an Onboarding Analyst L1 role or equivalent experience.
  • 3+ years in relevant analytical or technical support roles.
  • Possession of two industry-standard certifications such as A+, Net+, Security+, Microsoft, Cisco, Juniper, Sonicwall, or similar.
  • At least 3 years of experience managing and working with technologies including Windows Server, Windows Desktop Operating Systems, cloud environments, LAN/WAN technologies, security platforms, and virtualization technologies.
  • Demonstrated understanding of VC3 alignment and onboarding processes, including best practices and resolution paths.
  • Associate or Bachelor's degree or equivalent real-world experience.
Additional Information
  • Travel may be required up to 50% of the time.
  • Selected applicants will undergo background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.
  • VC3 offers a comprehensive benefits package and 401K/RRSP company matching.

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.

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