Client Success Onboarding Specialist

3 days ago

Manila, National Capital Region, Philippines 1-800Accountant Full time

Our company needs Rockstars to join our ADVISORY TEAM We offer a Very Competitive Salary

Our company is based in the United States. 1-800Accountant is the largest virtual accounting firm for small businesses within the US and we love to work with Filipino talents as we make our expansion.

What will the role entail?

  • Complete onboarding calls and onboarding activities for all 1800Accountant clients with Advisory services.
  • Work cross-functionally to ensure successful onboarding of all new clients.
  • Fully understand the platform, its functionality, and best practices.
  • Support training engagements and successful onboarding tasks; track progress and provide reporting in Salesforce.
  • Understand the client's business needs and build a relationship to create value and satisfaction with our services.
  • Ensure client engagement, platform adoption, and increased utilization for clients in their first 30 days based on the completion of client milestones.
  • Meet and exceed established Client Performance metrics and KPIs.
  • Identify challenges impacting multiple clients, forecast trends, and communicate findings to the product team for consideration.
  • Proactively monitor client activity, usage, and satisfaction; offer solutions before issues occur.
  • Handle escalated issues; understand and synthesize challenges and communicate with internal teams for efficient resolution.
  • Offer solutions to pain points related to usage and find opportunities for clients to leverage the platform to expand their business.

Necessary Skills

  • Communication: Excellent verbal and written skills for clear client communication, including explaining complex processes simply and proactive follow-ups (an assessment will be required).
  • Customer Service: Strong customer-focused mindset with patience and empathy, ensuring positive onboarding experiences and fostering client loyalty.
  • Technical Proficiency: Familiarity with company software and tools, along with the ability to provide basic technical support.
  • Organization: Strong organizational skills to handle multiple clients and onboarding tasks, with attention to detail.
  • Problem-Solving: Proactive in identifying potential issues and finding timely solutions to enhance client satisfaction.
  • Training: Experience in conducting training sessions and creating instructional materials.
  • Interpersonal: Ability to build positive relationships with clients and collaborate with internal teams.
  • Time Management: Effective time management and prioritization skills to meet deadlines.
  • Adaptability: Flexibility to meet varying client needs and stay updated on service changes.
  • Data Management: Proficient in maintaining client records, using CRM systems, and analyzing reports.
  • Sales: Basic sales knowledge to identify upselling opportunities during onboarding.

What days/hours will I work?

  • Monday – Friday
  • 9:30 AM to 6:30 PM EST, Full-time job (Note: this may vary depending on the need of the Team).

How will I be paid?

  • $9-12 USD per hour
  • Paid weekly via Wise.

Requirements

  • Proven success in onboarding new clients, tracking client performance, and client relationship management.
  • Deep understanding of SaaS products and client-facing service deliverables.
  • Firm understanding of SMB accounting, payroll, and bookkeeping services, a plus.
  • Bachelors / 4-year degree, a plus.
  • Salesforce CRM experience, a plus.
  • Experience in an SMB environment is a plus.
  • Experience in working remotely and developing strong remote team relationships based on trust, accountability, integrity, and sharing of best practices.
  • Designated work space free from noise, computer with updated version & capacity, good quality of noise cancelling headset.
  • Tech Savvy.
  • Internet Speed should be at least 20mbps both for upload & download.
  • Work under Time Tracker.
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