Client Onboarding Specialist

Job Description:

• Serve as the primary point of contact for new clients throughout onboarding
• Conduct kickoff meetings to clarify objectives, scope, contacts, timelines, and expectations
• Provide progress updates and address client questions or concerns
• Explain onboarding requirements, client responsibilities, and post-launch support
• Review sales handover documentation and develop onboarding plans, checklists, timelines, and milestone trackers
• Coordinate with Sales, Operations, Account Management, IT, Finance, and other teams
• Track dependencies and outstanding requirements to prevent delays
• Identify onboarding risks and escalate issues affecting timelines, service readiness, or client experience
• Collect and validate client information, documents, workflow details, and access requirements
• Maintain client records and onboarding status in CRM and project management systems
• Coordinate account setup, system access, configuration, and implementation requirements
• Confirm approvals, documentation, and readiness checks before service launch
• Prepare handover documentation covering client requirements, workflows, contacts, and unresolved items
• Organize onboarding sessions, process walkthroughs, and client training
• Provide guides, reference materials, and support-access instructions
• Coordinate transition to the assigned account manager or service delivery team
• Follow up after launch and confirm handover completion
• Report on active onboarding projects, milestones, delays, and escalations
• Gather client feedback and update onboarding templates, checklists, and standard operating procedures
• Recommend improvements to reduce rework, shorten onboarding timelines, and strengthen coordination

Requirements:

• Mid-level role
• Client communication and relationship management experience is queried in the application form, but no minimum is stated
• Ability to manage client onboarding processes, documentation, timelines, milestones, and stakeholder coordination
• Experience or ability to use CRM and project management systems
• Ability to coordinate account setup, system access, configuration, and implementation requirements
• Ability to organize client training and process walkthroughs
• Ability to prepare onboarding and handover documentation
• Ability to identify risks, track dependencies, escalate issues, and improve processes