Client Onboarding Associate


October 19, 2022

Job Description

Overview is a smart seamless way to optimize the business of selling alternative investments. Our Software as a Service is licensed by broker-dealers and investment sponsors to manage regulatory compliance, documents, reports, financial intermediaries, and investors — all in one system of record. We are looking for a customer-focused, team player to fulfill a key role in delivering enterprise level software as a service technology. About the Customer Onboarding Associate Position

We’re in need of a Customer Onboarding Associate to provide an excellent onboarding experience and inspire the same kind of outstanding service throughout the organization.

Your primary goal will be to onboard client products in an effective, productive, and profitable manner, while in conjunction with our Success team, contributing to client satisfaction, loyalty, and retention.

Customer Onboarding Associate Responsibilities

  • Own and create processes around product implementation as the primary point of contact among our clients and the company
  • Understand customer needs and work to align the product set-up and implementation processes; accordingly, this requires an understanding of client profiles and the ability to assign a tailored approach
  • Be a self-motivated, self-accountable, and adaptable team player with a stakeholder mentality
  • Take ownership and pride in working cross-functionally delivering timeliness and efficiency in a fast-paced, outcome focused environment
  • Complete projects to update client data and documentation to current standards in coordination with other areas as needed
  • Schedule and complete several customer onboarding calls for each account, following an established onboarding process, and ensure customers have completed core training, understand product value, and have implemented optimal workflows by the end of their sub-30-day onboarding
  • Resolve and/or escalate onboarding issues in a timely fashion
  • Act as the voice of the customer and information hub between Sales and Customer Success
  • Maintain strong communication with account team members, including sales reps and CSMs, and ensure smooth internal handoffs

Customer Onboarding Requirements

  • Excellent written and spoken communication
  • Ability to work independently, demonstrate knowledge of products, commitment to success of coworkers and company, integrity, enthusiasm, and demonstrate willingness to get involved and make a difference
  • Understand the importance of CRM tools in the communication and delivery of successful onboarding experience
  • Organizational skills to connect and work with various stakeholders
  • FinTech and/or financial services experience highly preferred
  • BS degree in Business Administration or related field