Client Onboarding Specialist Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a client onboarding specialist. You can use our job description template in this article to produce your own. We also provide you with information about the salary you can earn as a client onboarding specialist.
Who is a Client Onboarding Specialist?
A client onboarding specialist is a professional who takes the client from the first registration to the first success, or the employee from being a novice to a member of the family, particularly for SaaS services. A lot of patience and attention to detail is necessary for the job of an onboarding specialist. By giving new hires information on benefits, policies, and other aspects of their new position, they are in charge of assisting them in settling into their new position.
Client onboarding specialists might also be charged with educating new hires on the particular software or tools that are employed in their divisions. Use of the company’s intranet, email client, phone system, and other tools may be covered in this. A client onboarding expert is responsible for ensuring that the customer succeeds in using the product or service for the first time. The customer onboarding professional is in charge of looking after new users once they sign up.
He or she must communicate the concept that consumers may approach a member of the team for assistance and make sure that clients feel at ease using the product right away. In a word, an onboarding specialist’s primary objective is to excite people about your product and provide a fantastic customer experience. Consequently, the goal is to bring them to the activation stage and turn them into paying customers.
An employee or outside party managing onboarding for a business is known as an onboarding expert. This position may be described as an employee onboarding specialist and relate to the person in a firm who manages the onboarding of recruits, or it can refer to a person who handles the onboarding of new clients.
Client Onboarding Specialist Job Description
Below are the client onboarding specialist job description examples you can use to develop your resume or write a job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a client onboarding specialist include the following;
- Develop new customer contacts by building rapport with them and connecting them to team members.
- Help with administrative duties such as meeting scheduling, phone answering, and planning trips.
- Provide customer service by responding to inquiries regarding the company’s goods or services.
- Use security mechanisms, such as firewalls and encryption software, to ensure that customer data is adequately safeguarded
- Develop and execute solutions based on an understanding of the company’s goods and services to satisfy the demands of clients.
- Draft contracts and other legal paperwork to launch the new client and corporate business connections.
- Maintain constant contact with customers to check on their satisfaction with the business.
- Arrange customer events such as conferences, seminars, and training sessions.
- Give them information about the business’s goods or services that they may find interesting.
- Write emails updating current workers and prospective recruits on any changes to the policy.
- Process paperwork for new hires.
- Coordinate with the IT division to provide new hires with work PCs.
- Introduce newly hired employees to their new coworkers.
- Arrange presentations or demonstrations of a product, service, or business.
- Address any questions new hires may have on their first duties.
- Ensure that new hires have the required devices and software.
Qualifications
- A track record of successfully carrying out client due diligence, which includes conducting independent searches and background checks.
- A track record of conducting extended due diligence examinations for challenging or high-risk KYC issues.
- Prior knowledge of comprehending the AML rules’ policies and processes.
- Working familiarity with international third-party information sources utilized to carry out client due diligence searches.
- Outstanding verbal and written communication abilities.
- Word, Excel, and Outlook are MS Office skills, as are search engines on the internet.
- Understanding of commercial real estate investment markets or an interest in it (preferred, but not a prerequisite).
Essential Skills
- Organization: The capacity of the organization is the capacity to monitor several tasks and files. You can be in charge of handling various papers about corporate rules, processes, and other information as a client onboarding professional. You can keep on top of your duties and make sure that customers get correct information in a timely way by having strong organizational abilities.
- Documentation: The process of generating records and files with information about a topic is known as documentation. You may need to write up paperwork for your company’s processes or procedures as a client onboarding professional. This may lessen any uncertainty that new customers may have and help maintain consistency in how they are presented to your organization. Additionally, you may utilize paperwork to keep track of crucial information about each customer so you can provide them with individualized care.
- Solving issues: Having the capacity to recognize and address problems is problem-solving. If a customer is experiencing trouble utilizing the company’s software or getting access to information, you may need to help them as a client onboarding expert. For instance, if a customer is unable to access their email account, you may assist them in changing their password or locate another means to get in touch with them.
- Customer Communication: Specialists in client onboarding should be able to communicate properly with customers. This involves outlining the customer onboarding procedure, responding to inquiries, and giving feedback on how well a business is doing about its objectives. To provide their customers with high-quality service, client onboarding professionals must have good communication skills.
- Troubleshooting: Problem-solving skills include the capacity to troubleshoot. You could be required to solve technical problems or difficulties that users have while using software apps or programs as a client onboarding professional. For instance, you may assist a customer who is having problems entering their account by determining the issue and offering fixes.
- Communication: Another crucial skill for client onboarding professionals to possess is communication. They must be able to communicate well with both their coworkers and their clients since they often deal with clients via the phone, email, and in person. This implies that they should be able to clearly and succinctly explain complicated subjects. Furthermore, they must be able to pay attention intently while a customer is expressing anything to them.
- Instruction and Development: Specialists in client onboarding benefit from training and development since it enables them to pick up new job-related abilities. If the business updates its procedures or rolls out new software that necessitates more training, you may need to refresh your training. Additionally, your business could provide you with the chance to participate in skill-building courses, conferences, and seminars.
- Technical Assistance: The capacity to respond to inquiries regarding computer software, hardware, and applications are known as technical support. You can be required to provide technical assistance for the company’s goods or services as a client onboarding expert. You may, for instance, explain how to use an HR management system to a new hire if they inquire how to use the software and how to input data properly.
- Systems Management: It might be easier for you to handle a company’s software and hardware if you have experience in systems administration. If your business employs proprietary software or cloud-based applications, which could need extra training to operate, this skill set is very crucial. For customers who are experiencing difficulties utilizing their computer or other office equipment, you may also need to troubleshoot technological problems.
- Project Administration: Because they often handle many projects at once, client onboarding professionals need strong project management abilities. They must be able to efficiently manage their time and make sure that each project is moving along as it should. To keep track of all the many activities involved in a project, they also utilize project management software like Microsoft Project.
- Observation of Details: Your ability to pay attention to detail will help you do your work successfully. Before delivering papers or applications to customers, you may need to evaluate and approve them as a client onboarding professional. You need to pay close attention to detail to submit correct and comprehensive information. When examining contracts and other legal papers, you pay close attention to the little things.
- Process Optimization: The capacity to recognize and carry out improvements that might increase a process’ efficiency is known as process improvement. You can be in charge of developing or optimizing your company’s client onboarding procedures as a client onboarding expert. This ability may assist you in developing a successful system that guarantees customers get all the information they want as soon as possible. It also enables you to frequently assess your present procedures and adjust them as required.
- Product knowledge: Experts in client onboarding should be well-versed in the goods and services they are promoting. This makes sure that they can respond to any inquiries that customers may have regarding the company’s goods and services, as well as explain how they operate and what to anticipate from them. Additionally, it enables client onboarding professionals to provide prospective clients with useful information before purchase.
- Consumer Assistance: Client onboarding experts need to have strong customer service abilities since they enable you to communicate with customers and provide them with the information they want. Along with understanding the company’s goods or services and procedures for managing client complaints, customer service skills also involve active listening, empathy, and patience.
- Flexibility: The ability to alter course when necessary. To achieve your company’s objectives and guarantee that customers are happy with their experience, you may need to be flexible in your role as a client onboarding expert. For instance, you may need to modify your strategy if one of your customers needs extra help or information. Having the flexibility to alter your strategy in response to fresh knowledge may help you provide your customers with great service.
How to Become a Client Onboarding Specialist
- Obtain a bachelor’s degree in business administration or a similar discipline: The minimal educational qualification for a client onboarding manager role is a bachelor’s degree. Professionals in this industry often have degrees in business administration, marketing, and sales. Consider enrolling in classes that emphasize sales or customer service while you work toward your degree to help you build the abilities necessary for this position. To learn more about overseeing personnel and establishing procedures, you may also wish to enroll in fundamental business classes.
- Acquire expertise by working in sales or customer service: Before taking on their present responsibilities, many client onboarding managers have experience working in sales or customer service. They will be better able to interact with customers if they have a better understanding of their requirements. You may get practical experience utilizing technology for task management and interpersonal communication by working in a call center or as a salesman.
Even if you lack the necessary experience, you may still work toward becoming a client onboarding manager. At your organization, you may be able to locate an entry-level role that will let you hone these abilities.
- Establish solid interpersonal and communication abilities: Managers of client onboarding must be able to interact successfully with customers, coworkers, and other divisions of their company. Strong interpersonal skills may assist maintain these encounters friendly and effective since they may need to communicate with customers who are frustrated or have questions about the product or service they have just signed up for.
Client onboarding managers also often work in teams, thus effective communication skills help them work effectively with others. They engage with a wide range of individuals inside a business, from salesman to customer service reps, therefore they must be adept at job delegation and team management.
- Recognize the good or service being provided: Managers of client onboarding must have a solid grasp of the goods or services they are providing. This will enable them to provide customers with information and clear, succinct answers to inquiries. Client onboarding managers must also be aware of any extra services or products that their business provides after the first transaction, such as customer support.
When responding to inquiries from new consumers, it might be beneficial to understand how the product operates. For instance, it can be helpful for the onboarding manager to comprehend how the app works before giving instructions if a customer asks how to use an app on their phone.
- Recognize the values and culture of the business: An effective client onboarding manager will be able to convey the culture and values of the organization. This entails being able to explain what makes the business distinctive and how it may assist customers in succeeding. It also entails being aware of the standards set for staff, such as completing deadlines and offering top-notch customer service. Understanding the mission statement and basic values of the firm will help you comprehend why certain procedures are in place and how they assist the business and its customers.
Where to work as a Client Onboarding Specialist
During typical business hours, client onboarding specialists operate in an office setting. Although it could be necessary for them to travel to meet with customers, this is usually not a regular aspect of their profession. Client Onboarding Specialists usually put in a 40-hour work week, however, they may sometimes have to stay late to finish projects. Even though there may be some deadline pressure, the work is typically low-stress.
Client Onboarding Specialist Salary Scale
In the USA, the typical client onboarding expert makes $56,000 a year, or $28.72 an hour. Most experienced professionals earn up to $75,000 per year, while entry-level roles start at $42,500.
In the UK, the typical onboarding expert makes £32,070 a year, or £16.45 an hour. Most experienced workers earn up to £51,083 per year, while entry-level positions start at £25,000.
In Canada, an onboarding expert makes an average pay of $47,500 a year, or $24.36 an hour. Most experienced professionals earn up to $62,790 per year, while entry-level occupations start at $39,000 annually.