• Company: MSPbots
• Work Hours and Schedule: Semi-flexible, 8 AM–5 PM Central Time, Fixed rest days (Sat–Sun)
• Work Duration: Long-term
• Work Location: US (Remote)

Job Description:

As a Sr. Onboarding Specialist at MSPbots, you will play a crucial role in ensuring the success and satisfaction of our clients’ onboarding. You will provide clients with training and guidance to ensure they maximize value from our products and services. Your primary focus will be fostering strong product knowledge amongst our clients, assist in the implementation of onboarding strategies, and continuously improving our onboarding processes.

Responsibilities

1. Product Onboarding/Trainings: Provide trainings for new clients (typically focusing on one of our products), by collaborating with the rest of the Onboarding Team and Customer Sucess Managers to ensure a smooth onboarding and transition of clients with successful adoption of our products or services.
2. Onboarding Documentation: Maintain and periodically revise onboarding documentation (both internally and client facing) to ensure accuracy and effectiveness, incorporating the latest product updates and best practices.
3. Client Relationship Management: Build and nurture strong relationships with clients, serving as a point of contact for escalations and strategic discussions during their onboarding.
4. Issue Escalation: Create and monitor escalations, ensuring swift and effective resolution of client concerns and maintaining high standards of client satisfaction.
5. Cross-Departmental Collaboration: Collaborate closely with our Sales, Product, and Client Experience Teams to ensure alignment and coordination across all client-facing functions.
6. Client Advocacy: Foster client advocacy, by ensuring that you serve as the voice of clients during their onboarding within our organization, championing their needs and advocating for product enhancements or improvements as necessary.
7. Performance Metrics: Maintain individual performance metrics aligned with team expectations, demonstrating leadership in achieving and surpassing team goals.
8. Mentorship: Provide mentorship and guidance to Junior Onboarding Specialists. This role involves leading and fostering a culture of learning, growth, and continuous improvement within the team.

Job Requirements:

• At least 3 years of MSP Service Manager Experience.
  
• Proven experience (5+ years) in training, onboarding, client success, or related roles (Preferably past experience as an MSP Service Delivery Manager)
• Empathetic, collaborative and driven person that lives out MSPbots’ core values
• Strong understanding of the IT/MSP Industry, including familiarity with industry specific tools, practices, trends
• Demonstrated ability to build and maintain strong relationships with clients, effectively manage escalations, and drive client satisfaction
• Strong strategic thinking and problem-solving skills, with the ability to execute strategies aligned with business objectives
• Excellent communication and presentation skills, with the ability to effectively communicate with clients and internal stakeholders at all levels of the organization
• Experience working in a fast-paced, dynamic start up environment, with the ability to adapt to changing priorities and handle multiple projects simultaneously
• Proficiency in CRM software (Preferably HubSpot) and other relevant SaaS tools (Ex. Zendesk)
• Passion and commitment to delivering exceptional service to clients
• BA/BS degree required, MBA or other relevant advanced degree preferred