About the role
Role Description:
To ensure every PAULAI client experiences a fast, organized, premium onboarding and support experience that drives adoption, confidence, retention, and long-term success.
This person owns the operational flow between the client, onboarding, implementation, QA, and support teams — ensuring no client ever feels lost, ignored, or uncertain about what happens next.
Outcomes This Role Is Responsible For
1. Fast & Smooth Client Activation
Every new client:
* welcomed quickly
* onboarded professionally
* knows exactly what happens next
* gets integrations and setup completed rapidly
Success Looks Like:
* clients activated within 7 days
* onboarding bottlenecks removed
* low confusion/friction during setup
2. Premium Customer Experience
Clients feel:
* supported
* informed
* confident
* cared for
* responded to quickly
Success Looks Like:
* fast response times
* proactive communication
* high customer satisfaction
* low escalation rates
3. Operational Excellence
Internal workflows remain organized and visible.
Success Looks Like:
* Monday.com boards fully updated
* no stalled implementations
* tasks assigned correctly
* deadlines tracked
* blockers escalated early
4. AI Quality Control & Delivery Oversight
The client experience and AI performance are monitored proactively.
Success Looks Like:
* issues identified before clients complain
* workflows functioning correctly
* onboarding QA completed
* implementation standards maintained
5. Client Adoption & Retention
Clients actively use the PAULAI platform and continue engaging after onboarding.
Success Looks Like:
* high adoption rates
* clients using the system regularly
* disengaged accounts identified early
* reduced churn risk
Core Responsibilities
Client Onboarding
* Welcome new clients immediately after sale
* Coordinate onboarding process
* Schedule kickoff calls
* Ensure forms/information are completed
* Guide clients through next steps
* Maintain onboarding timelines
Customer Communication
* Act as primary operational contact for clients
* Respond to support questions promptly
* Provide updates proactively
* Ensure clients always know project status
* Escalate urgent issues internally
Workflow & Project Coordination
* Manage Monday.com boards
* Update tasks and statuses daily
* Ensure implementation tasks are completed
* Coordinate between departments
* Track deadlines and blockers
Quality Assurance
* Review onboarding completion
* Check AI setup quality
* Monitor call routing/workflow performance
* Flag operational issues
* Ensure implementation standards are met
Client Adoption Monitoring
* Track client engagement and usage
* Identify inactive/disengaged accounts
* Follow up with struggling clients
* Encourage adoption of key features
* Support retention efforts
Key Performance Indicators (KPIs)
Activation Metrics
* % of clients onboarded within 7 days
* Average onboarding completion time
* Time-to-first-client-win
Customer Experience Metrics
* First response time
* Client satisfaction score
* Number of escalations
* Communication response compliance
Operational Metrics
* Monday.com hygiene score
* % of overdue tasks
* Implementation completion rate
* Internal SLA compliance
Retention & Adoption Metrics
* Client engagement rate
* Adoption of core features
* Retention/churn support metrics
* Number of disengaged clients reactivated
Competencies Required
Organizational Excellence
Highly detail-oriented with strong project coordination skills.
Communication
Strong written and verbal English communication skills.
Able to communicate calmly, clearly, and professionally with clients.
Customer Experience Mindset
Obsessed with responsiveness, follow-through, and creating confidence for the client.
Problem Solving
Able to identify operational problems early and escalate quickly.
Process Discipline
Able to follow SOPs and maintain operational consistency.
Emotional Intelligence
Warm, calm, patient, and professional under pressure.
Ideal Candidate Profile
We are looking for someone who is:
* highly organized
* proactive
* customer-service obsessed
* process driven
* calm under pressure
* detail oriented
* warm and professional
* tech-comfortable
* fast-moving and reliable
This role is ideal for someone with experience in:
* customer success
* onboarding coordination
* project coordination
* operations support
* SaaS support
* virtual operations management
* hospitality/customer experience
Success In The First 90 Days
First 30 Days
* Learn PAULAI systems and workflows
* Understand onboarding process
* Begin managing client communication
* Maintain project boards accurately
First 60 Days
* Independently coordinate onboarding
* Improve response speed and organization
* Identify operational gaps
* Begin contributing process improvements
First 90 Days
* Fully own onboarding coordination
* Maintain high client satisfaction
* Reduce onboarding delays
* Become trusted operational point-of-contact for clients
What Winning Looks Like
The client never feels confused.
The client never wonders what happens next.
The client feels supported, informed, and confident from Day 1.
Internally, the company feels organized, proactive, and operationally excellent because this person keeps the machine moving.
This role directly contributes to:
* client retention
* customer satisfaction
* operational scalability
* brand reputation
* long-term growth of PAULAI FULL TIME IN OFFICE ROLE IN CELEBRATION MONDAY - FRIDAY 9:00 A.M. TO 5:30 P.M. SALARY: 55-65K