Head of Client Onboarding

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

📋 Description

• Lead the new Intake pod at Belkins, overseeing the initial three months for every new client.

• Manage client onboarding, initiate campaign launches, facilitate the first booked meetings, and transition clients to the long-term account management team.

• Delegate account assignments, mentor Account Strategists and SDRs, and recruit or replace team members who are underperforming.

• Identify and resolve campaign challenges related to lists, copy, targeting, or SDR performance.

• Participate in escalation calls with U.S. clients to realign expectations for accounts at risk.

• Monitor trial-to-long-term conversion rates, appointments against the plan, time to first appointment, and onboarding duration.

• Enhance and restructure the Intake function, onboarding procedures, handoff processes, and hiring strategies.

• Oversee pod operations, engage in live onboarding sessions, and make initial team decisions during the first six months.

⛳️ Requirements

• Proven experience in roles such as SDR/BDR, AE, CSM, or AM, followed by a leadership position in that area.

• Familiarity with at least one outbound channel, including cold emailing, calling, or LinkedIn outreach.

• Experience in managing a client-facing team, encompassing hiring and terminations.

• Proficient in English at an advanced level (C1).

• Comfort in managing challenging calls with U.S. clients.

• Ability to act swiftly and make timely personnel decisions.

• Preferred: background in an outbound or lead-generation agency, SDR outsourcing, or similar client-services organizations with 50–200 employees.

• Preferred: experience working with U.S. clients.

• Preferred: history of developing or refining onboarding, customer success, or delivery processes.

• Preferred: daily utilization of AI tools.

🏝️ Benefits

• Competitive salary.

• Fully remote work environment.

• Flexible working hours.

• Regular feedback sessions and one-on-one meetings.

• Opportunities for internal mobility and knowledge-sharing.

• Access to an internal wiki and a library of business literature.

• Mental health workshops and well-being support.

• 20 days of paid vacation.

• Parental leave provisions.

• Fully covered sick leave.

• Unlimited time off for unforeseen circumstances.

• Alignment with U.S. holidays.

• Online team-building activities.

• Company-wide gatherings.