Job Description
Key Responsibilities
Client Communication and Relationship Management
- Serve as the primary point of contact for new clients throughout the onboarding process.
- Conduct kickoff meetings to clarify client objectives, service scope, key contacts, timelines, and expectations.
- Provide regular progress updates and promptly address client questions or concerns.
- Explain onboarding requirements, client responsibilities, and the support process after launch.
Onboarding Planning and Coordination
- Review sales handover documentation to understand agreed services, commitments, and client requirements.
- Develop and maintain onboarding plans, checklists, timelines, and milestone trackers.
- Coordinate with Sales, Operations, Account Management, IT, Finance, and other relevant teams to complete onboarding activities.
- Track dependencies and outstanding requirements, following up with stakeholders to prevent delays.
- Identify onboarding risks and escalate issues that may affect timelines, service readiness, or the client experience.
Documentation and Service Readiness
- Collect and validate client information, required documents, workflow details, and access requirements.
- Maintain accurate client records and onboarding status updates in CRM and project management systems.
- Coordinate account setup, system access, configuration, and other implementation requirements with the appropriate teams.
- Confirm that required approvals, documentation, and readiness checks are completed before service launch.
- Prepare handover documentation covering client requirements, agreed workflows, key contacts, and unresolved items.
Client Training and Handover
- Organize onboarding sessions, process walkthroughs, and training on relevant systems or services.
- Provide clients with guides, reference materials, and clear instructions for accessing ongoing support.
- Coordinate the transition to the assigned account manager or service delivery team.
- Follow up after launch to confirm that initial concerns are addressed and the handover is complete.
Reporting and Process Improvement
- Maintain visibility into active onboarding projects, milestones, delays, and escalations.
- Gather client feedback to identify opportunities to improve the onboarding experience.
- Update onboarding templates, checklists, and standard operating procedures.
- Recommend improvements that reduce rework, shorten onboarding timelines, and strengthen coordination.
