Client Onboarding Specialist

Client Onboarding Specialist

Remote

Mogli Technologies delivers a Salesforce application for SMS and WhatsApp communications and impeccable Salesforce implementation services to global organizations. Our products and implementations are easy to use and have robust functionality. Our fantastic team members have won the loyalty of clients around the world. We are a small, high-trust team with a focus on accelerating the success of our clients globally.

The onboarding environment is fast-paced, requiring Client Onboarding Specialists to manage multiple clients simultaneously without compromising on detail or compliance requirements. Working alongside the Client Success team to ensure an effective onboarding experience, successful Onboarding Specialists are characterized by their experience with web-based technologies, tenacious nature, passion for solving client needs, strong communication and project management skills, and a yearning to learn new things

Onboarding Specialists set the tone of post-sales client relationships and build initial client trust by guiding them through their first experiences with Mogli. They guide client success by facilitating seamless product implementation and encouraging adoption, beginning immediately post-sale. They educate clients on product features and the details of their Mogli configuration. Ultimately, the onboarding processes aim to promote client retention and minimize churn.

What we hold sacred around here:

Empathy: A powerful characteristic that's about being in tune, seeing, knowing, and understanding others while also relating as a human in a tech-minded world. Listen. Ask questions. Offer tactful solutions. Instead of serving our own interests, we are wired to serve others.

Hustle & Tenacity: We are action-oriented and happiest in motion. We take pride in delivering exceptional experiences for our clients & partners. In the midst of adversity or challenges, we don't quit, but hold to a vision and eliminate barriers to find resolution & make things happen.

Twinkle in your Eye: It's that hidden energy, emotion, or humor – the excitement of having a particular idea before putting it into action. You know something about something, and you are excited to share that knowledge.

Proactive: We aim for a no surprises policy that builds trust by outlining next steps early and often, identifying patterns, and courageously communicating. A little extra effort up front saves a big effort later on. Proactivity is a generous and conscientious act.

Growth Minded: We are continually evolving, creating, beautifully curious, and willing to step outside our comfort zones. Unwilling to settle for how things are, we are always looking for ways to engage more effectively and efficiently. Navigating a growing and dynamic business is easiest with a growth mindset.

What your day-to-day looks like:

• Project Management & Client Lifecycle: Drive the full onboarding lifecycle from kickoff to go-live, manage timelines and risks, and ensure seamless client transitions (handoffs) to the Client Success team with complete contextual information.
• Technical Implementation & Problem-Solving: Independently implement standard Salesforce and Mogli configurations, translate technical knowledge for precise client configurations, complete the technical implementation of Mogli SMS, and troubleshoot technical issues, escalating to Technical Support as needed.
• Client Training & Enablement: Promote client success by implementing a dynamic onboarding program and training curriculum, providing customized training sessions that are tailored to the client's specific business use cases, and educating clients on industry regulations like SMS messaging carrier requirements.
• Process Improvement & Strategy: Analyze common implementation patterns and challenges to propose concrete, repeatable process improvements for the Onboarding program.
• Communication & Support: Communicate clearly and consistently with clients, proactively manage expectations, provide timely updates throughout the journey, and record and resolve client questions and problems via Salesforce Cases within the contracted SLA.
• Internal Collaboration & Growth: Maintain strong internal cross-team communication (Sales, Client Success, Product) to align on requirements and action items, contribute to a self-serve knowledge base for product adoption, and continually advance professional and technical knowledge.

What you bring to the table:

• 2-4 years managing customer accounts and/or directly interacting with customers
• Strong experience with Salesforce is required (certifications are preferred)
• Strong analytical and problem-solving skills
• Strong project management & communication skills
• Ability to work well with company leaders and employees and to proactively recognize and implement superior customer service to clients
• A self-starter attitude, with ability to take independent initiative and juggle multiple timelines and priorities, while adapting to evolving client needs.
• Excellent customer service skills with a proven ability to explain, document or demonstrate technical products/solutions to non-technical audiences.
• Ability to "read the room" and adapt a training plan, whether in a 1:1 or group training, and be able to tailor the delivery method to meet the needs of the trainees.
• Ability to apply engineering, technology, or other related principles to product onboarding.
• You communicate with candor; openly communicating both success and when things are heading off track, supporting transparency, and building client trust.
• Possesses a consultative mindset; you don't just 'yes' the client, but show curiosity and provide high-level context to ensure their solution is scalable and compliant.
• Strong risk assessment skills, with the ability to identify potential regulatory or technical blockers early in the lifecycle to prevent campaign rejection or project delays.
• Balanced skillsets of independence and collaboration, understanding the autonomous nature of client ownership while also leaning on the greater team for support.
• Foreign languages fluency is a bonus, but not required

Compensation and Benefits:

• $70-80K, dependent upon experience - with additional variable bonus
• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
• Matching 401k plan
• Ownership of Mogli and equity grant
• Flexible Time Off per Mogli's FTO Policy
• 9 US Federal Holidays and 6 paid sick days
• Work from Anywhere in the United States