Client Onboarding Specialist

Job Description

Job Description

Description:

Job Summary

As our Client Onboarding Specialist, you will be a client-facing project manager, responsible for overseeing the client relationship throughout the onboarding process, as well as ensuring that the client is able to make use of our platform as quickly as possible.

As our client’s first and primary point of contact post-sale, you will play a critical role in establishing a positive client experience and setting them up for future success in our programs.

Essential Duties and Responsibilities:

• Facilitate the onboarding of new clients—ensure training, content implementation, and full program and product adoption to fulfill the obligations specified within the client services agreement. 
• Serve as the client’s primary point of contact from the initial project kickoff call throughout the rest of the onboarding process, liaising between the client and multiple departments to move the project forward
• Manage and drive our established website development process for new client websites, ensuring that our projects are completed on schedule. This includes leading calls with our development team members to discuss launch priorities and timelines.
• Manage the implementation of client marketing systems, including dashboard setup, connecting client social media and analytics accounts, and providing training to clients on how to use our systems.
• Develop and maintain onboarding materials, including videos, documentation, checklists and other resources that can help make our onboarding process more effective and efficient for both clients and our internal team.
• Maintain accurate and up-to-date records of all client interactions and onboarding activities in our project management system
• Monitor and report on client onboarding progress against our project milestones and goals, escalating concerns to leadership as needed
• Proactively look for opportunities to improve and optimize the client onboarding experience
• Address client inquiries quickly, troubleshoot issues with team members, and ensure all matters are resolved within SLA timeframes.
• Perform basic content updates, including adding, editing, and removing copy, as well as simple HTML changes (e.g., formatting, links, media embeds).
• Spot opportunities for clients to benefit from additional GeniusVets products or services.

Key Skills, Knowledge and Qualifications:

• Passion for a client-facing role — exceptional communication, empathy, and rapport-building.
• Effective in client management and meeting facilitation, skilled in communication and detailed feedback handling
• 1-2 years' experience in client onboarding, client support, account management, or related role
• Technical aptitude to learn new systems and train others on using them — this is not a highly technical position, but you need to be comfortable with learning new processes, systems, and software, and coaching less tech-savvy people on how to use them
• Strong problem-solving and analytical skills, with the ability to identify and effectively resolve issues
• Familiarity with project management tools and software
• Strong organizational skills; reliable, self-motivated, and comfortable thriving in a remote, high-impact environment.
• Not Required (But Helpful)
• Experience in the veterinary industry
• Basic understanding of SEO (search engine optimization)
• Other types of marketing experience is a plus
• Basic website editing such as adding, editing and removing content and basic HTML (Drupal)
• Remote work experience

Physical/Mental Requirements for the Job:

• Prolonged periods of sedentary movement.
• May be requested to work overtime and weekends if deemed necessary.
• Must be able to lift at least 20 pounds.
• Certain management positions might be required to occasional travel.