Client Onboarding Specialist

Location: Remote within the United States

Reports to: Client Onboarding Manager

Salary: $70k-$80k base salary, eligible for annual bonus

Anticipated Timeline: Applications will be accepted until the position is filled

Schedule: Flexible work hours within a standard business day

What we are looking for:

Client Onboarding Specialists work alongside our Client Success team & make the onboarding experience effective for our clients. Successful Client Onboarding Specialists have experience with web-based technologies, high energy, are passionate about solving client needs, have good communication and project management skills, and yearn to learn new things. 

This is a person who ensures our clients get the value they signed up for by guiding them through their first experiences with Mogli SMS. They guide client success by facilitating a seamless implementation and encouraging adoption, beginning immediately post-sale. They educate our clients on product features and the details of their Mogli SMS configuration. Ultimately, the onboarding processes aim to improve client retention and minimize churn.  

Some traits we're looking for, from you:

• Excellent project management and organizational skills, and attention to detail
• You are process minded; adept at taking disparate information and creating coherence
• Excellent verbal and written communication skills
• Excellent sales and customer service skills with a proven ability to explain, document or demonstrate technical products/solutions to non-technical audiences
• Ability to “read the room” and adapt a training plan whether in a 1:1 or group training and be able to deliver the training in an appropriate way for the needs of the trainees
• Ability to apply engineering, technology, or other related principles to product sale
• You communicate with candor; openly communicating both success and also when things are heading off track 
• You are capable, willing and can learn, evolve and manage various clients at once  
• You are tech-savvy and can learn tools, and research new ones with ease
• You are a team player and get excited about our client’s success
• You are a multitasker and can juggle multiple competing priorities with grace and proactive communication

What your day to day looks like:

• Ensure client success by implementing a tiered, fun, engaging, and dynamic client Onboarding program and training curriculum, in collaboration with the Client Success, Onboarding, and Leadership teams
• Assist clients to feel comfortable and reliable with Mogli SMS
• Provide customized training sessions to clients
• Provide timely (at least weekly) and ongoing updates to clients on their progress within the onboarding program, including next steps and requirements, in efforts to reduce time to value and increase early engagement.
• Complete technical implementation of Mogli SMS in client Salesforce instances, including configuring gateways with our messaging partners.
• Troubleshoot technical issues during onboarding, escalating to Technical Support as needed.
• Educate clients on industry regulations and best practices around SMS messaging, including registering their numbers as required by carriers
• Enhance and improve communication between key stakeholders to ensure alignment on requirements, timelines, action items, and next steps
• Record and resolve client questions, problems and requests via Salesforce Cases within contracted SLA timeframe (24-48 hours based on client type)
• Maintain up-to-date and relevant information on the status of client onboarding on Salesforce Cases (promoting cross-team visibility)
• Assess and understand systems requirements during the client onboarding process, in conjunction with AEs, AMs, and Solution Engineers (if applicable)
• Work with clients to set initial Client Use Cases and develop a success plan
• With your Onboarding team, collaboratively establish and implement key touchpoints for client feedback
• Report on the performance of the Onboarding program, including key metrics determined with your manager
• Implement a transitional training process for clients with significant plan upgrades, including, but not limited to, understanding requirements, configuration needs, Client Use Cases, curriculum, and other success metrics.

What you bring to the table:

• 2-4 years managing customer accounts and/or directly interacting with customers
• Strong experience with Salesforce is required (certifications are preferred)
• Strong analytical and problem-solving skills
• Strong project management & communication skills
• Ability to work well with company leaders and employees and to proactively recognize and implement superior customer service to clients
• A self-starter attitude, with ability to take independent initiative and work on multiple projects simultaneously
• Foreign languages fluency and/or nonprofit and international development experience is a bonus, but not required