About the role
Key Responsibilities
Client Communication and Relationship Management
* Serve as the primary point of contact for new clients throughout the onboarding process. * Conduct kickoff meetings to clarify client objectives, service scope, key contacts, timelines, and expectations. * Provide regular progress updates and promptly address client questions or concerns. * Explain onboarding requirements, client responsibilities, and the support process after launch.
Onboarding Planning and Coordination
* Review sales handover documentation to understand agreed services, commitments, and client requirements. * Develop and maintain onboarding plans, checklists, timelines, and milestone trackers. * Coordinate with Sales, Operations, Account Management, IT, Finance, and other relevant teams to complete onboarding activities. * Track dependencies and outstanding requirements, following up with stakeholders to prevent delays. * Identify onboarding risks and escalate issues that may affect timelines, service readiness, or the client experience.
Documentation and Service Readiness
* Collect and validate client information, required documents, workflow details, and access requirements. * Maintain accurate client records and onboarding status updates in CRM and project management systems. * Coordinate account setup, system access, configuration, and other implementation requirements with the appropriate teams. * Confirm that required approvals, documentation, and readiness checks are completed before service launch. * Prepare handover documentation covering client requirements, agreed workflows, key contacts, and unresolved items.
Client Training and Handover
* Organize onboarding sessions, process walkthroughs, and training on relevant systems or services. * Provide clients with guides, reference materials, and clear instructions for accessing ongoing support. * Coordinate the transition to the assigned account manager or service delivery team. * Follow up after launch to confirm that initial concerns are addressed and the handover is complete.
Reporting and Process Improvement
* Maintain visibility into active onboarding projects, milestones, delays, and escalations. * Gather client feedback to identify opportunities to improve the onboarding experience. * Update onboarding templates, checklists, and standard operating procedures. * Recommend improvements that reduce rework, shorten onboarding timelines, and strengthen coordination.