Job Description
ABOUT THE ROLE
We are currently searching for an Onboarding Specialist to join our Client Experience team. The primary purpose of the Onboarding Specialist is to facilitate and support our clients end-to-end through their onboarding experience - from the moment a client joins our recurring program to their 30-day Onboard Training and into the first 90 days of their go-live period. This role has an equal focus on commercial activities (to increase retention and future sales opportunities) and an exceptional customer experience.
Role responsibilities range in nature and complexity, with key components including:
Understand and handle any troubleshooting issues which prevent the Client from commencing a strong relationship with their Doer
Utilise developed escalation pathways and retention packages to retain clients and minimise client churn.
Support clients during their onboarding process.
Encourage and keep clients accountable to their weekly tasks and liaise with the L&D team to tailor client’s VA training.
Regularly check in with clients to ensure they are on track and are utilising their Doers effectively.
Identify leads and sales opportunities and funnel these through to the Sales team.
The Onboarding Specialist will report directly to the Head of Client Experience. The outcomes of this role directly impacts revenue, our external brand and the client experience.
ABOUT YOU
In addition to the ability to thrive in a fast-paced environment, balance multiple priorities, work under pressure and meet strict deadlines we are seeking applications from candidates with the following skills and characteristics:
A passion for creating an engaging onboarding experience.
An understanding of customer service practices.
Can drive self and others towards results and solutions.
Ability to pick up technology quickly and use it effectively.
Strategic growth mindset with a proactive approach to work.
WHAT YOU’VE DONE:
The following experience is required (or in some cases desired) for this role:
Minimum 2 years in a similar client success/customer experience role.
Experience in onboarding clients in a hands-on, high-touch environment.
Technical skills in a range of systems and tools such as Asana, Infusionsoft. Etc.
WHAT OUTSOURCED DOERS OFFERS:
A chance to work within a fast-growth, tech company.
A positive work environment, where you are encouraged and supported to flourish and achieve success.
TO APPLY
Please apply by submitting your resume and a cover letter telling us why you are the best candidate for this role.
Company Description
Outsourced Doers is the world’s fastest growing virtual assistant company for online entrepreneurs. Outsourced Doers matches trained marketing Virtual Assistants (who we call Doers), with busy, time-poor online entrepreneurs (who we call Founders). With over 1,000 Doers and Founders from over 50 countries, we’re helping Founders globally to work less and achieve more.