Customer Success Onboarding Specialist

Boundless Immigration - Seattle, WA

Full-time - Mid Level

Seattle, WA

251-500 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Onboarding Specialist at Boundless Immigration is responsible for delivering an exceptional onboarding experience for B2B clients. This role involves guiding new clients through the onboarding process, educating them about the proprietary software platform, and ensuring they are comfortable with the company's operations. The specialist will collaborate with various teams to facilitate data migration and improve onboarding processes, ultimately aiming to create a stellar customer experience from the outset.

Responsibilities

• Lead the onboarding process for new B2B clients, ensuring they are thoroughly educated on Boundless's software platform and services.
• Provide clients with detailed walkthroughs of our systems and processes, ensuring they feel confident and supported.
• Serve as the primary point of contact during the onboarding phase, addressing client questions, concerns, and needs promptly.
• Continuously assess and improve the onboarding process to enhance client satisfaction and streamline operations.
• Collect and analyze feedback from clients and internal teams to identify areas for improvement.
• Collaborate with cross-functional teams, including Sales and Product, to implement process enhancements.
• Work closely with the Customer Success and Sales teams to ensure a smooth handoff of clients from sales to onboarding.
• Partner with the Operations team to manage data migration and ensure a seamless transition of client information into our systems.
• Communicate effectively with all stakeholders to maintain alignment and transparency throughout the onboarding process.
• Manage multiple client onboardings simultaneously, ensuring that all timelines and milestones are met.
• Create a positive and memorable onboarding experience that sets the stage for long-term client success and satisfaction.
• Act as an advocate for clients within the organization, ensuring their needs are understood and met.

Requirements

• Proven history of leading onboarding projects and developing onboarding playbooks.
• Experience in a client-facing onboarding role, preferably in a tech-enabled services environment.
• Exceptional communication and interpersonal skills, with the ability to make a strong, positive first impression.
• Strong organizational skills with the ability to manage multiple onboarding projects simultaneously.
• Experience collaborating with cross-functional teams and working with global teams is a plus.
• A passion for delivering exceptional customer experiences and a proactive, solution-oriented approach.
• Comfortable working in a fast-paced, dynamic environment with the ability to adapt to change.

Nice-to-haves

• Experience in the immigration industry or related fields.
• Familiarity with customer relationship management (CRM) software.

Benefits

• Professional growth opportunities in the online immigration industry.
• A chance to drive positive social change through work.
• Flexible work environment that encourages innovation and inquiry.