A Client Onboarding Specialist is a professional who plays a crucial role in ensuring a smooth and seamless experience for clients when they onboard a new product or service. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Client Onboarding Specialists.

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Main Responsibilities of a Client Onboarding Specialist

The following list describes the typical responsibilities of a Client Onboarding Specialist:

Achieve

• Achieve onboarding KPIs, such as response time, service level, and customer satisfaction.

• Achieve sales targets by assisting clients renew their campaigns.

Analyze

Analyze client data to identify trends and make data-driven recommendations.

Assist in

• Assist clients in navigating and using the company's software or platform.

• Assist clients with integration and implementation of new systems.

• Assist existing customers with compliance requirements and auditing.

• Assist in organizing e-blasts, and coordinating social media campaigns.

• Assist in the development of client success strategies.

• Assist new clients in setting up their first campaign.

Collaborate with

• Collaborate with cross-functional teams to gather necessary client information.

• Collaborate with internal stakeholders to improve the onboarding process.

• Collaborate with the marketing team to develop onboarding materials and resources.

Collect

Collect URL links required for creative assets.

Communicate

Communicate with the client regarding the status updates and any necessary changes.

Complete

• Complete CRM / AdPoint field checklist.

• Complete Needs Analysis checklist.

Conduct

• Conduct competitor analysis and stay informed about market changes.

• Conduct initial client assessments to understand their requirements.

• Conduct regular audits of client accounts to ensure accuracy and compliance.

• Conduct regular client reviews and check-ins.

• Conduct training sessions for internal teams on client onboarding processes.

Coordinate

• Coordinate timelines and trading plan with outgoing managers and the investment team.

• Coordinate timelines for initial trading.

• Coordinate timelines with all parties.

• Coordinate with sales and account management teams for a smooth handover.

Create

Create and maintain client profiles and documentation.

Develop

• Develop and implement client onboarding processes.

• Develop and maintain strong relationships with clients.

• Develop customized onboarding plans based on client needs and objectives.

Direct

Direct the production team to produce work in line with the client's business and strategy.

Document

Document client onboarding processes and maintain a knowledge base.

Drive

Drive the transition and implementation related to new client on-boarding.

Enable

Enable Creative process and proofing with Client for timely deployment.

Ensure

• Ensure a smooth process in handling all of the aspects of onboarding a new client.

• Ensure the Client Needs Analysis is completed and validated.

• Ensure timely delivery of products or services to clients.

Give

Give live platform demos and answer platform functionality questions.

Help

• Help customers optimize campaigns and secure budgets for long-term revenue growth.

• Help to define & evolve our internal operational processes to a more scalable workflow.

Identify

• Identify and implement process improvements to enhance client onboarding.

• Identify opportunities for upselling or cross-selling to existing clients.

• Identify potential roadblocks for scheduled completion and manage escalations.

• Identify trends and market conditions to pinpoint high value optimization and sales opportunities.

Keep

Keep records of provider interactions, inquiries and concerns via CRM management.

Liaise with

Liaise with transition manager as necessary.

Listen

Listen to provider needs, troubleshoot technical problems and address provider concerns.

Maintain

• Maintain a positive attitude and thinks "big picture”.

• Maintain a strong working knowledge of our media assets within the sales division.

• Maintain controls agenda to ensure policies and procedures serve the client and protect the firm.

Manage

• Manage Alternative Investment Process.

• Manage and coordinate client and internal partner communication and status updates.

• Manage client escalations and ensure timely resolutions.

• Manage client expectations and address any concerns or issues.

• Manage multiple client onboarding projects simultaneously.

Maximize

Maximize revenue generation opportunities and customer retention strategies.

Monitor

• Monitor client satisfaction and gather feedback.

• Monitor, track and prioritize workflow based on process stages and estimated deadlines.

Oversee

• Oversee middle office communication.

• Oversee monthly activities.

Own

Own the quality of the migrated data and validity of the migrations process.

Participate in

• Participate in client meetings and presentations.

• Participate in product approval process.

Perform

Perform client documentation searches.

Plan

• Plan, budget, oversee and document all aspects of the specific project.

• Plan mergers and dismantling of Master Trusts.

Provide

• Provide and explain Performance Reports.

• Provide appropriate solutions with a sense of urgency and follow up to ensure resolution.

• Provide product demonstrations and training sessions to clients.

• Provide support for Account Managers utilizing a CRM system.

• Provide timely feedback to the company regarding service issues, bug issues or provider concerns.

• Provide weekly Campaign Performance reports to reps / clients to ensure transparency and fulfillment.

Report

Report to Director of Implementations.

Represent

Represent Operations team during audits as it relates to trade documentation and justification.

Resolve

Resolve client disputes or conflicts in a professional and efficient manner.

Review

Review set up with client custodian and manager.

Set-up

• Set-up new customers in the system and maintain product and pricing information.

• Set-up of fund on investment systems and with custodian / trustee.

Stay up-to-date with

Stay up-to-date with industry trends and best practices.

Support

Support the Director of Implementations in onboarding clinical, payer, and government organizations.

Take

Take responsibility when you fall short.

Track

Track and report on key performance indicators (KPIs) related to client onboarding.

Train

Train users on how to best use our platform.

Utilize

Utilize creative problem solving and solid decision making abilities.

Work with

• Work closely with Global CS teams in Poland, UK, Brazil and Spain to solve problems.

• Work together with other support personnel to jointly execute the onboarding of new customers.

• Work within Salesforce / AdPoint to ensure all media assets are scheduled accurately.

• Work with other teams (e.g. Network Management, Product) on needs, based on user feedback.

• Work with team of customer support personnel to field in-bound customer service calls and handle.

• Work with the Account Management team to facilitate a seamless transfer once the account is active.

• Work with the sales team and customers to gather required contracts, information, and documentation.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Client Onboarding Specialist:

1. Proficiency in customer relationship management (CRM) software.

2. Knowledge of project management methodologies.

3. Familiarity with data analysis and reporting tools.

4. Strong understanding of the product or service being onboarded.

5. Proficiency in using collaboration and communication tools.

6. Ability to troubleshoot technical issues and provide solutions.

7. Knowledge of database management and data manipulation.

8. Experience with training and instructional design.

9. Proficiency in Microsoft Office or similar productivity software.

10. Understanding of cybersecurity and data protection principles.

11. Familiarity with API integration and web services.

12. Knowledge of regulatory compliance requirements.

13. Strong analytical and problem-solving skills.

14. Ability to conduct market research and competitive analysis.

15. Proficiency in project documentation and reporting tools.

16. Experience with workflow automation and process optimization.

17. Familiarity with software implementation and configuration.

18. Understanding of data privacy and GDPR regulations.

19. Proficiency in data visualization and reporting tools.

20. Knowledge of cloud-based systems and technologies.

Most In-demand Soft Skills

The following list describes the most required soft skills of a Client Onboarding Specialist:

1. Excellent communication skills, both verbal and written.

2. Strong interpersonal and relationship-building abilities.

3. Active listening skills to understand client needs and concerns.

4. Empathy and a customer-centric approach to ensure client satisfaction.

5. Adaptability and flexibility to handle changing client requirements.

6. Strong organizational and time management skills.

7. Detail-oriented mindset to ensure accuracy and quality in client documentation.

8. Problem-solving abilities to address client issues effectively.

9. Collaboration and teamwork to work effectively with cross-functional teams.

10. Strong negotiation and conflict resolution skills.

Conclusion

Being a Client Onboarding Specialist is a multifaceted role that requires a combination of technical expertise and interpersonal skills. In this blog post, we have highlighted the primary responsibilities of a Client Onboarding Specialist, ranging from client assessment and training to relationship management and process improvement. Additionally, we have outlined the most in-demand hard skills, including proficiency in CRM software, project management, and data analysis. Furthermore, we have emphasized the importance of soft skills such as communication, empathy, and adaptability for successfully carrying out the responsibilities of a Client Onboarding Specialist.