Client Onboarding Specialist

Creditxpert - Baltimore, MD

Full-time - Entry Level

Hybrid - Baltimore, MD

Professional, Scientific, and Technical Services

About the position

The Onboarding Specialist is a crucial role within CreditXpert Inc., serving as the first point of contact for clients as they navigate the onboarding process. This position is designed for individuals who are highly organized and customer-centric, with a passion for providing exceptional service. The Onboarding Specialist will be responsible for conducting ongoing product onboarding and support, collaborating with various cross-functional teams to escalate and resolve issues as necessary. The role involves facilitating new client onboarding, ensuring that clients complete their account setup through both backend implementation and frontend training and product tours. Additionally, the Onboarding Specialist will cross-train to provide product support for all product-related inquiries, delivering excellent customer service in a timely manner. In this role, the Onboarding Specialist will work closely with sales and customer success teams to understand client requirements and expectations for onboarding. They will guide clients through the onboarding process, ensuring a smooth transition to the platform and products. The Specialist will also facilitate client activation requests through data integration partners and develop and deliver virtual product training sessions for clients. As the primary point of contact for clients' product-related inquiries and issues, the Onboarding Specialist will diagnose and troubleshoot technical problems, providing timely solutions and resolutions. They will proactively identify opportunities to create self-service support materials, enhancing clients' product usage and satisfaction, and gather and relay client feedback to the product team for continuous improvement. The Onboarding Specialist will assist in maintaining knowledge base articles and “in-product” guides, adhering to all customer support processes and documentation to ensure efficient and effective delivery of support services. This role is essential in ensuring that clients feel supported and empowered as they begin their journey with CreditXpert Inc., contributing to the overall success of the company and its mission to improve the financial lives of Americans.

Responsibilities

• Work closely with sales and customer success teams to understand client requirements and expectations for onboarding.
• Collaborate with clients to gather necessary information and set up their accounts.
• Guide clients through the onboarding process, ensuring a smooth transition to our platform and products.
• Facilitate client activation requests through our data integration partners.
• Develop and deliver virtual product training sessions for clients.
• Serve as primary point of contact for clients' product-related inquiries and issues through our customer support platform.
• Diagnose and troubleshoot technical problems, providing timely solutions and resolutions.
• Collaborate with the product team to escalate and resolve complex technical issues.
• Proactively identify opportunities to create self-service support materials, enhance clients' product usage and satisfaction.
• Gather and relay client feedback to the product team for continuous improvement.
• Assist in maintaining the knowledge base articles and 'in-product' guides.
• Adhere to all customer support processes and documentation to ensure efficient and effective delivery of support services.

Requirements

• 2+ years of relevant product support and/or onboarding experience preferred.
• Excellent communication and interpersonal skills with the ability to follow client narratives, understand their point of view and communicate complex technical information to non-technical audiences.
• Ability to identify and resolve complex technical issues and work collaboratively across cross-functional teams.
• Ability to manage multiple client interactions simultaneously, prioritizing requests to efficiently manage your workload while meeting SLAs.
• Adaptable to a fast-paced and evolving environment.
• Detail-oriented with exceptional problem-solving skills.
• Self-motivated and able to work independently as well as part of a team.
• Experience with Zendesk highly preferred.
• Experience with Jira, HubSpot and Pendo is a plus.

Nice-to-haves

• Bachelor's degree, preferred.

Benefits

• Flexible and hybrid work environment
• Open PTO
• Performance based annual bonuses
• Company contribution to 401(k)
• Insurance (medical, dental, vision, ST/LT disability, life)
• HSA and FSA