Client Onboarding Specialist

7 months ago

Toronto, Canada Veta Virtual Full time

**About Us**:
Veta Virtual is a rapidly growing company that is redefining the traditional virtual receptionist industry. We are actively seeking energetic and passionate people who are eager to learn and grow. We aim to change how businesses work by streamlining how they interact with their customers. Veta Virtual was founded in 2021 and is currently growing very fast year over year.

Companies have a tough time handling lots of phone calls and other client interactions, and we're here to help. We make communication smooth and easy. Our strength is in providing a flexible and highly personalized service that meets the unique needs of each of our clients and makes our client's customers extremely happy. If you're excited to be part of a company that's trailblazing a new path in an old industry and want to immensely grow your skills and career, Veta Virtual is the place for you

**Who You Are**:
We are seeking a friendly and knowledgeable Client Onboarding Specialist who loves helping our new clients get started You'll spend most of your day interacting with new clients, making them feel at ease and excited about getting started, and ensuring they are successful with our services in their initial 60 days. You are adept at solving problems and are able to empathize with new customers, who come with a wide range of expectations and emotions. Your role has a high impact and you will quickly see the direct results of your efforts. If you have a talent for making clients feel welcomed and comfortable, we'd love for you to join us

**What Your Team Does**:
Our Client Success team really loves helping our clients have the best experience from the start and all through their time with us. Our team is dedicated to making a real difference in our clients' businesses. You will work closely with, and report to the Manager of Client Success, and you will also work with other Client Success Associates who manage the client relationship after the onboarding period ends.

**What You Will Do**:
**Client Onboarding (60%)**:You'll be the main person to launch new clients, especially in the first 60 days. You'll make sure they have a smooth start, understand everything well, and manage expectations. You'll work closely with our sales and operations teams to make sure we exceed the client's expectations before handoff to the CS team. You will set up clients in our CRM, contact center software, create client scripts, make booking and intake forms using Calendly and Jotform, and build no-code automations using Zapier.

**Problem-Solving (20%)**:If any issues come up while new clients are starting, it'll be your task to fix them quickly and make sure our clients are happy with how we solve problems. We understand that each and every account has tweaks and hiccups, and you'll keep on top of these obstacles to overcome them quickly.

**Process Improvement (20%)**:You'll look at how we do things and find ways to make them better. Things can always be improved, we really value feedback and suggestions from the team and clients. You will manage a backlog of process improvements to be implemented. You will manage the onboarding documentation and procedures in preparation to hire additional onboarding associates.

You'll work together with our sales, operations, and tech teams to make sure our service is great and keeps getting better. You'll be part of our regular team meetings, help make onboarding materials for new clients, write new support articles and share what you know to help the team learn and grow.

**What You Must Have and/or Highly Preferred**:

- Bachelor's Degree in Communications, Business Administration, Engineering, or a related field that provides a strong foundation for this role.
- Minimum 2-5 years of experience in client success, account management, sales, or similar fields; or the ability to demonstrate a similar skillset.
- A proactive, robust client-centered focus coupled with a dedication to delivering exceptional experiences.
- A proactive mindset on innovative thinking, exploring creative solutions where suitable to address various challenges, and weighting them appropriately
- Fluent and effortless communication skills, both verbal and written, with the confidence and sensitivity to address the needs of all client stakeholders.
- Comfort and assurance in facilitating live sessions ‘in person' through platforms like Zoom, effectively engaging with participants and managing the session dynamics
- A high degree of patience and understanding for challenging situations, such as client misunderstandings and clients that are difficult to reach.
- Ability to explore and learn new technology quickly: we use Google Suite, Hubspot, Slack, Zoom, Calendly, Jotform, and Zapier.

**Bonus Points If You Have**:

- Experience with Hubspot or other CRM tools.
- Any previous experience in consulting or working with key stakeholders in executive positions is highly preferred, although optional.
- Any technical background or

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