Customer Onboarding Lead (Remote)

MSPbots.ai, a leading provider of innovative SaaS solutions for Managed Service Providers (MSP), is seeking an experienced Onboarding Lead to oversee our client onboarding process. This pivotal role focuses on ensuring a seamless transition for new clients, enhancing their experience with our products from the outset. The ideal candidate will possess strong technical knowledge, exceptional communication skills, and a proven ability to foster positive client relationships.

• Company: MSPbots (https://mspbots.ai/)
• Work Hours and Schedule: Semi-flexible, 8 AM – 5 PM CDT (10 PM-7 AM PHT), Fixed rest days (Sat-Sun)
• Work Location: Onsite (WFH for now)

Key Responsibilities:

• Onboarding Process Management: Lead the onboarding process for new clients, ensuring adherence to company protocols while continuously seeking opportunities for improvement.
• KPI Monitoring: Track and report key performance indicators related to the onboarding process, providing insights to enhance client satisfaction and engagement.
• Client Communication: Establish and maintain consistent communication with clients throughout the onboarding journey, providing updates, addressing concerns, and strengthening relationships.
• Customized Demos: Conduct tailored product demonstrations that address the specific needs and objectives of clients, showcasing key features and benefits.
• Collaboration with Sales: Partner with the sales team to understand client requirements, ensuring a smooth handover and alignment with client expectations.
• Educational Material Development: Collaborate with the team to create and revise onboarding materials that support client understanding and maximize product utilization.
• Client Feedback Relay: Gather feedback from clients during the onboarding process and communicate insights to the product team for potential enhancements.
• Escalation Management: Act as the primary escalation point for client onboarding issues, ensuring prompt resolution and high levels of client satisfaction.
• Performance Coaching: Mentor and develop onboarding team members, fostering a culture of continuous improvement and professional growth.

Job Requirements:

• Bachelor’s degree in Engineering, Computer Science, or a related technical field.
• 5+ years of experience in client onboarding, or a related field, with at least 2 years in a leadership role.
• Worked in a SaaS industry.
• Experience in start up company is a plus.
• Proven experience in managing onboarding processes and developing educational materials.
• Strong technical acumen with the ability to conduct customized product demos and provide technical guidance.
• Excellent communication and interpersonal skills, capable of collaborating effectively with clients and internal teams.
• Track record of improving client satisfaction and contributing to successful onboarding experiences.
• Leadership and coaching skills, with experience in team development and performance management.
• Ability to handle escalations and maintain high levels of client satisfaction.

What’s in it for you?

• Permanent full-time work-from-home position
• HMO (reimbursement for $100/mo)
• Life Insurance (reimbursement for $20/mo)
• Reimbursement for Dental-$20 and Vision-$4
• 15 PTO credits in a year (if unused, convertible to cash!)
• Training/Development courses (reimbursement for up to $30)
• US Holiday Pay