Client Onboarding Coordinator
Location: Remote
Job Type: Full-Time
Working hours: 9 am - 5 pm EST
Compensation: $1,300 - $1,600 based on experience + performance-based bonuses
Department: Client Onboarding, Atlas Assistants Core Team
Start Date: Immediate
Reports To: Head of Client Success
Role Summary:
The Client Onboarding Coordinator serves as the primary link between our clients, their matched Executive Assistants (EAs), and the Atlas team. This role exists to ensure effective communication and smooth client-EA onboarding during the critical first 90 days of the client's journey with Atlas. By establishing strong client relationships, refining candidate matches, and supporting EAs, the Onboarding Coordinator directly impacts client satisfaction and the company's growth by fostering positive experiences and repeat business. The role acts as a champion for the client's needs as they onboard with Atlas.
Responsibilities:
Onboarding Process Documentation:
Gather and maintain comprehensive documentation of the client's preferences for Inbox, Calendar, and critical company processes.
Provide feedback to ensure standard operating procedures (SOPs) are updated to ensure consistency and quality in the onboarding process.
Collect and verify client information, ensuring all necessary documentation is completed and accurately documented.
Client Communication:
Act as the primary point of contact for clients as they join Atlas.
Prepare and submit daily and weekly reports as needed to clients, keeping them informed of progress and milestones.
Build rapport with clients through empathy and active listening, establishing a strong working relationship.
Client Facing Communication:
Conduct important calls with clients during the onboarding stage, such as the Ideal Week Planning, Energy audit, Critical Process Mapping, and the Assistants Onboarding Plan.
Facilitate discussions to understand clients' needs, goals, and expectations, and provide appropriate guidance and support.
Address and resolve any issues or concerns that arise during the onboarding process in a timely and effective manner.
Gather feedback from clients regarding their onboarding experience and make recommendations for process improvements.
Time Management and Prioritization:
Review clients' calendars to identify opportunities for improved efficiency and productivity.
Assist clients in prioritizing tasks and managing their schedules effectively.
EA Onboarding:
Coordinate task delegation between clients and their EAs, ensuring clear communication and smooth workflow.
Conduct regular check-ins with EAs to provide ongoing support, feedback, and guidance during their first 90 days.
Provide accountability to the EA concerning their onboarding activities with the client in the first 90 days.
Process Coordination and Quality Assurance:
Work closely with sales, Talent Acquisition, and product teams to ensure all aspects of the onboarding process are executed efficiently.
Ensure all onboarding activities comply with company policies therefore maintaining high-quality standards throughout the onboarding process.
Qualifications:
Previous experience in a client-facing role, preferably in a similar capacity, such as Client Onboarding, Customer Service, Customer Success, or Account Management.
Excellent communication skills, both written and verbal, with the ability to build rapport and maintain professional relationships.
Strong organizational and documentation skills, with a keen eye for detail.
Proven ability to manage multiple tasks and priorities effectively, while maintaining a high level of accuracy.
Familiarity with Inbox and calendar management techniques, as well as proficiency in relevant tools and software.
Ability to work collaboratively in a team environment and adapt to changing client needs.
Empathy, active listening, and problem-solving skills to address client concerns and provide appropriate solutions.
Self-motivated with a proactive approach to work, demonstrating a high level of initiative and ownership.
Strong understanding of performance metrics.
Ability to deliver client-focused solutions based on customer needs.
Experience maximizing customer lifetime value and identifying renewal upsells, and early renewal options.
Effective at customer resolutions/cases.
Experience up-selling products to existing clients, achieving daily, weekly, and monthly KPIs.
Familiar with Client NPS scores and customer surveys, ensuring maximum customer satisfaction.
Ability to identify signals of at-risk accounts and collaborating with internal teams to remediate and ensure successful client retention.
How does the company support professional development and growth for employees in this position?
Training: We provide various training designed to enhance specific skills relevant to the position.
Mentoring and Coaching: We offer coaching with experienced mentors who can give guidance, share industry insights, and help you develop professionally. Regular check-ins and feedback sessions can also be arranged.
Recognition and Rewards: We recognize and reward team members for their achievements and milestones. We motivate them to strive for continuous improvement and professional growth.
What are the long-term growth opportunities and potential career paths associated with this role?
Internal Promotions: You can discuss the potential for promotion within Atlas Assistants (e.g. team leader/ manager/ Head of Department)
Expanded Responsibilities: your role can evolve to include broader responsibilities. Successful performance in this position can lead to opportunities to manage teams, projects, or strategic initiatives.
Cross-Functional Opportunities: Team members in this position work on cross-functional projects or collaborate with other departments. This exposure can broaden your skill set, expand your network, and create opportunities for advancement in different areas of Atlas Assistants.
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