Client Onboarding Specialist - WFH

Key Responsibilities
Client Communication and Relationship Management
Serve as the primary point of contact for new clients throughout the onboarding process
Conduct kickoff meetings to clarify client objectives, service scope, key contacts, timelines, and expectations
Provide regular progress updates and promptly address client questions or concerns
Explain onboarding requirements, client responsibilities, and the support process after launch
Onboarding Planning and Coordination
Review sales handover documentation to understand agreed services, commitments, and client requirements
Develop and maintain onboarding plans, checklists, timelines, and milestone trackers
Coordinate with Sales, Operations, Account Management, IT, Finance, and other relevant teams to complete onboarding activities
Track dependencies and outstanding requirements, following up with stakeholders to prevent delays
Identify onboarding risks and escalate issues that may affect timelines, service readiness, or the client experience
Documentation and Service Readiness
Collect and validate client information, required documents, workflow details, and access requirements
Maintain accurate client records and onboarding status updates in CRM and project management systems
Coordinate account setup, system access, configuration, and other implementation requirements with the appropriate teams
Confirm that required approvals, documentation, and readiness checks are completed before service launch
Prepare handover documentation covering client requirements, agreed workflows, key contacts, and unresolved items
Client Training and Handover
Organize onboarding sessions, process walkthroughs, and training on relevant systems or services
Provide clients with guides, reference materials, and clear instructions for accessing ongoing support
Coordinate the transition to the assigned account manager or service delivery team
Follow up after launch to confirm that initial concerns are addressed and the handover is complete
Reporting and Process Improvement
Maintain visibility into active onboarding projects, milestones, delays, and escalations
Gather client feedback to identify opportunities to improve the onboarding experience
Update onboarding templates, checklists, and standard operating procedures
Recommend improvements that reduce rework, shorten onboarding timelines, and strengthen coordination
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Work arrangement
Yes