Onboarding Program Coordinator

Job Description

Job Description

Overview

The Mentor Program Coordinator is responsible for ensuring a seamless and structured onboarding experience for new corporate clients entering the mentoring ecosystem. In a fast-paced, mission-driven environment, this role plays a critical part in transitioning clients from point of sale to active participation with clarity, confidence, and operational precision.

You will serve as a central liaison between Sales, Finance, Coaching, Platform, and Community teams—ensuring clients are activated efficiently, matched appropriately with mentors, and supported throughout the early stages of engagement. This role requires strong organization, proactive communication, and the ability to manage multiple workflows while maintaining a client-first mindset.

Your performance directly impacts client retention, mentor utilization, program satisfaction, and long-term revenue continuity.

Key ResponsibilitiesClient Onboarding & Program Activation

• Contact new corporate clients within 24 business hours to schedule onboarding sessions.

• Manage onboarding calendars to ensure efficient scheduling and seamless transitions.

• Conduct structured onboarding calls that clearly outline expectations, program structure, and next steps.

• Submit platform access forms for clients requiring system reinstatement (e.g., CEO access).

• Attend 7-Figure and Thursday Mentorship calls to stay aligned with program updates and action items.

Mentor Allocation & Program Coordination

• Track mentor allocations to ensure clients are matched within 24–48 business hours.

• Assign advocacy calls to available mentoring agents based on calendar capacity.

• Follow up on unresponsive clients to restore communication and maintain engagement.

• Ensure smooth coordination between clients and mentors during program initiation.

Account Oversight & Retention Monitoring

• Monitor client accounts to confirm active enrollment and payment status.

• Notify appropriate teams of payment discrepancies or accounts requiring follow-up.

• Inform Coaching and Mentoring teams when chargebacks occur to pause services immediately.

• Track and manage client pause requests, ensuring timely reactivation of mentoring services.

• Maintain accurate opportunity sheets and renewal tracking documentation.

• Flag clients nearing renewal and coordinate follow-up efforts to support retention and revenue continuity.

Inbound Support & Workflow Management

• Sort and prioritize incoming Zendesk communications, escalating urgent matters appropriately.

• Ensure client inquiries are handled promptly and documented accurately.

• Maintain clear communication across departments regarding client status updates and action items.

Cross-Department Collaboration

• Partner with Sales, Finance, Coaching, Platform, and Community/Event teams to ensure seamless service delivery.

• Coordinate with Community and Events teams to identify high-performing clients suitable for testimonials or success stories.

• Communicate recurring client trends or operational inefficiencies to leadership for process improvement.

Client Experience & Conflict Resolution

• De-escalate client concerns with professionalism and empathy.

• Provide clear, structured, and solution-oriented communication throughout onboarding and program coordination.

• Exercise sound judgment when balancing company policy with client satisfaction.

QualificationsExperience

• Experience in client relations, program coordination, onboarding, or customer support roles.

• Presentation or onboarding facilitation experience preferred.

• Exposure to mentoring, coaching, or sales-support environments is beneficial.

Skills & Competencies

• Strong written and verbal communication skills.

• Professional phone presence and confident client engagement ability.

• Ability to manage multiple workflows and competing priorities effectively.

• Strong organizational discipline and follow-through.

• Competent problem-solving skills with sound judgment.