Client Onboarding Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Acquire a thorough understanding of clients' product offerings and service capabilities.

• Configure customer accounts, users, routing, integrations, and credentials.

• Create and update templated websites and landing pages using approved customer content and services.

• Set up or verify Yext, Google Analytics, Google Search Console, DNS, and other related marketing connections.

• Assess customer goals and expectations, aligning them with product and service offerings as well as the value proposition.

• Develop and sustain implementation project plans along with supporting documentation.

• Provide timelines for project deliverables while managing client and internal workflows across tasks and milestones.

• Complete implementation checklists, document progress, and identify any blockers.

• Collaborate with the client's customer-facing onboarding team regarding requirements, handoffs, and go-live readiness.

• Manage approved back-office modifications, such as website edits, content updates, user additions, and ongoing maintenance.

• Keep accurate records within client systems and adhere to established Standard Operating Procedures (SOPs).

• Recognize trends in service issues and collaborate with cross-functional teams to develop improvement plans.

• Work in partnership with Sales, Account Management, and Customer Support to ensure a smooth client transition.

• Perform other job-related tasks as assigned.

• Achieve success metrics, including accurate and timely implementations, expedited handoff-to-activation, low rework and escalation rates, up-to-date setup documentation, and compliance with processes and quality standards.

⛳️ Requirements

• 2-4 years of experience in SaaS onboarding, implementation, technical support, web operations, or customer operations.

• Proven experience in training clients on cloud-based software solutions.

• Project management experience within client-facing or consulting services.

• Proficient with website CMS tools, DNS, Google Analytics, Google Search Console, and third-party integrations.

• Familiarity with working from playbooks, checklists, and ticketing/CRM systems.

• Excellent attention to detail with the ability to manage multiple implementations simultaneously.

• Skills in business process analysis and problem resolution.

• Experience collaborating with cross-functional teams in a matrixed environment.

• Strong written English skills and dependable asynchronous communication.

• Experience in local business marketing, websites, listings, or paid social media (preferred).

• Background in supporting home services businesses, such as roofing, HVAC, or plumbing (preferred).

• Basic knowledge of HTML/CSS or experience with no-code website builders (preferred).

• Daily utilization of standard office equipment (computer, headset, monitors, keyboard, mouse).

• Ability to sit for prolonged periods, engage in screen usage, and interact via phone/chat.

🏝️ Benefits

• Fully remote position based in Colombia.

• Full-time employment.

• Flexible working arrangements.