Job Description
ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency. We partner with international US clients and integrate our staff members directly within our clients’ operations. We focus on long-term placements where you contribute directly to the client’s success.
About the Role
We are seeking a motivated and focused Client Onboarding Coordinator to serve as the primary point of contact for our US-based client. This role is embedded within a fast-paced healthcare technology platform that connects long-term care facilities with qualified nursing professionals.
You will be responsible for building strong, lasting relationships with facility partners, ensuring their successful adoption and ongoing use of the platform, and driving account growth through consistent, proactive engagement.
This is not a passive support role. You will be the face of the client experience — onboarding new partners, managing ongoing accounts, and ensuring that every facility you work with gets maximum value from the platform.
PLEASE NOTE:
- Working Hours: Monday – Friday | 9:00 AM – 5:00 PM EST (3:00 PM – 11:00 AM South African time – subject to daylight savings).
- Public Holidays: This role requires working on both South African and U.S. public holidays (compensation for SA public holidays in accordance with the BCEA).
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: Reliable backup required to manage load shedding or outages. Applicants without a power backup cannot be considered.
- Work Environment: Fully remote.
Job Responsibilities (not limited to):
Account Management
- Serve as the primary point of contact for assigned facility and client accounts.
- Build and maintain strong, long-term relationships with key stakeholders.
- Conduct regular check-ins, training sessions, and performance reviews with clients.
- Monitor account health and proactively address any issues, gaps, or concerns.
- Identify opportunities to grow accounts through increased platform usage or expanded services.
- Manage client communications related to rates, scheduling, and platform functionality.
Onboarding & Adoption
- Lead the onboarding and re-onboarding of new and existing clients onto the platform.
- Ensure clients understand and successfully utilise all relevant platform features and services.
- Support clients through the initial adoption phase to drive engagement and retention.
- Track onboarding progress and maintain accurate records of client status and activity.
Collaboration & Escalations
- Collaborate with internal teams (Sales, Operations, Support) to deliver a seamless client experience.
- Ensure the timely resolution of client concerns and escalations.
- Serve as the client’s internal advocate, communicating feedback to improve processes and outcomes.
Working Experience:
- 2+ years of experience in account management, customer success, client onboarding, or a related field.
- Strong communication and relationship-building skills, with a professional and confident client-facing manner.
- Ability to manage multiple accounts simultaneously and prioritise effectively.
- Problem-solving mindset with strong attention to detail and disciplined follow-through.
- Comfortable working in a fast-paced, high-volume, client-facing environment.
- Experience with SaaS platforms or healthcare staffing is preferred but not required.
- High level of professionalism and confidentiality in all client interactions.
Key Skills:
- Client relationship management.
- Communication and presentation skills.
- Organisation and time management.
- Conflict resolution and escalation handling.
- Strategic thinking and upselling.
Soft Skills:
- Excellent verbal and written English communication skills.
- Professional, patient, and confident phone manner.
- Highly organized and detail-oriented.
- Proactive with strong follow-up skills.
- Able to manage multiple tasks in a structured, deadline-driven environment.
Technical Skills:
- Basic computer skills and system navigation.
- Proficiency in MS Office and Outlook.
- Comfortable performing accurate data entry and maintaining digital records.
Success Metrics:
- Client retention and satisfaction scores.
- Account growth and platform engagement rates.
- Response and resolution times for client queries and escalations.
- Successful onboarding and adoption rates for new and re-onboarded clients.
If you are not contacted within 14 working days, please consider your application unsuccessful.
