Onboarding Specialist

This is a fully remote position, open to applicants in Alabama, +17 more locations.

📋 Description

• Act as the main contact for a portfolio of clients throughout their journey with 1-800Accountant.

• Establish trusted, long-term relationships with clients.

• Oversee service delivery involving bookkeeping, payroll, tax, and advisory teams.

• Monitor client milestones, usage, service delivery, and overall progression.

• Detect client risks, obstacles, and areas of confusion, and facilitate resolutions.

• Arrange and prepare internal expert meetings with the necessary context, documentation, and timing.

• Assist clients in navigating the platform and encourage the use of tools and features.

• Comprehend client businesses, challenges, and objectives to provide tailored support.

• Manage escalated client issues and coordinate solutions with internal teams.

• Recognize changing client needs and direct qualified sales leads to the Business Needs Analyst team.

• Keep precise Salesforce records of client interactions, service progress, engagement health, and outcomes.

• Aid in pod efficiency reporting and performance monitoring.

• Lead or support client onboarding and platform training initiatives.

• Communicate recurring issues, trends, and actionable insights with Product, Operations, and Leadership.

• Achieve or surpass KPIs related to client satisfaction, service efficiency, milestone attainment, and retention.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Demonstrated success in a client-facing or account management position.

• Experience in coordinating services across various departments or specialties.

• Knowledge of SaaS products, accounting, tax, payroll, or related services is advantageous.

• Background in fast-paced SMB environments is highly desired.

• Preferably, experience with Salesforce or a similar CRM.

• A Bachelor's degree is considered a plus.

• Outstanding verbal and written communication skills.

• Ability to convey technical or service-specific information in clear, client-friendly language.

• Strong interpersonal skills essential for building lasting client relationships.

• Highly organized and detail-oriented; capable of managing multiple service workflows.

• Familiarity or proficiency with business tools such as CRMs.

• Strong problem-solving, advocacy, time management, multitasking, and prioritization abilities.

• Knowledge of company tools, services, and client workflows.

• Capability to educate clients on tool usage and optimize platform adoption.

• Comfort in navigating and interpreting bookkeeping, tax, or payroll progress at a high level.

• Ability to identify service gaps or evolving client requirements.

• Interest in pursuing a career in tax, accounting, or financial services.

🏝️ Benefits

• Basic Life Insurance and Long-Term Disability.

• Optional medical, dental, vision, and disability insurance options through United Healthcare.

• Short-Term Disability.

• Critical Illness Insurance.

• Accident Insurance.

• Flexible/Dependent Care Spending.

• Health Savings Accounts.

• Pet Insurance.

• 401K with a company match and vesting schedule after 6 months of employment.

• Paid Time Off (PTO).

• Paid sick time.

• Bereavement leave.

• Paid company holidays.

• Work/life balance.

• Opportunities for internal growth.

• Flexible, fully remote work environment.

• Competitive compensation.

• Access to cutting-edge technology.

• No weekend work.

• Overtime eligibility with manager pre-approval.

• East Coast and West Coast hours available.