Onboarding Advisor - 1-800Accountant

Onboarding Advisor

About the Role: As an Onboarding Advisor, you are the first person clients meet when they join 1800Accountant. Your primary responsibility is to ensure a seamless and high-quality introduction to the company and its services during the first 30 days of their journey. You will support our clients with understanding the 1800Accountant ecosystem, training on our tools and programs, and assisting with subscription requests. You are passionate about delivering a world-class experience, and our goal is to improve our net revenue retention by starting with an outstanding client experience.

In this role, you will deliver the best onboarding experience for small business clients purchasing subscription financial services packages nationwide. You will coordinate work between clients and specialized accounting service providers, serving as the face of the company and driving customer onboarding, retention, lifetime value, and client success. You will listen to your clients, gather feedback and seek resolution to adjust as needed. Success in your role will be measured by client milestone achievement, client satisfaction, and session performance metrics.

You will be the perfect fit for this role if you are customer-centric, energetic, and empathetic. You have a deep understanding and ability to utilize technology and intelligent business processes to execute a fantastic customer experience. You look forward to engagement plans, giving and receiving feedback, and fostering a high-performing team environment that ensures success.

What does the Job Entail?

• Complete onboarding calls and onboarding activities for all 1800Accountant clients with Advisory services.

• Work cross-functionally to ensure successful onboarding of all new clients.

• Fully understand the platform, its functionality, and best practices.

• Support training engagements and successful onboarding tasks; track progress and provide reporting in Salesforce.

• Understand the client’s business needs and build a relationship to create value and satisfaction with our services.

• Ensure client engagement, platform adoption, and increased utilization for clients in their first 30 days based on the completion of client milestones.

• Meet and exceed established Client Performance metrics and KPIs.

• Identify challenges impacting multiple clients, forecast trends, and communicate findings to the product team for consideration.

• Proactively monitor client activity, usage, and satisfaction; offer solutions before issues occur.

• Handle escalated issues; understand and synthesize challenges and communicate with internal teams for efficient resolution.

• Offer solutions to pain points related to usage and find opportunities for clients to leverage the platform to expand their business.

Necessary Skills

Communication Skills:

• Excellent verbal and written communication skills to clearly convey information to clients.

• Ability to explain complex processes and technical details in an easy-to-understand manner.

• Strong capability to conduct proactive follow-ups with clients throughout the onboarding process, ensuring they remain engaged and active beyond the initial 30 days.

Customer Service Skills:

• Strong customer-centric mindset to ensure clients feel valued and supported.

• Patience and empathy to handle client concerns and questions effectively.

• A deep understanding of the importance of client retention and the ability to consistently deliver a positive onboarding experience that fosters client loyalty and minimizes churn.

Technical Proficiency:

• Familiarity with the company's software, tools, and services.

• Ability to provide technical support and troubleshoot basic issues clients might encounter.

Organizational Skills:

• Strong organizational abilities to manage multiple clients and onboarding processes simultaneously.

• Attention to detail ensures all onboarding process steps are completed accurately.

Problem-Solving Skills:

• Ability to identify and address potential issues early, providing timely solutions to prevent client dissatisfaction and potential loss of business.

• Proactive approach in anticipating potential challenges and finding solutions.

Training and Instruction Skills:

• Capable of conducting training sessions and guiding clients in using the company’s services and tools.

• Experience in creating and delivering instructional materials or resources.

Interpersonal Skills:

• Strong interpersonal skills to build and maintain positive relationships with clients.

• Ability to collaborate effectively with internal teams to coordinate onboarding efforts.

Time Management:

• Efficient time management skills to ensure timely completion of onboarding tasks and adherence to deadlines.

• Prioritization skills to manage workload effectively.

Adaptability:

• Flexibility to adapt to different client needs and varying levels of technical proficiency.

• Willingness to learn and stay updated on new features or changes in the service.

Data Management:

• Ability to maintain accurate records of client interactions and progress using CRM systems or other tracking tools.

• Experience in generating and analyzing reports to monitor onboarding success and identify areas for improvement.

Sales and Upselling Skills:

• Basic understanding of sales principles to identify opportunities for upselling additional services during onboarding.

• Ability to align onboarding activities with broader customer success and retention goals.

Requirements

• Proven success in onboarding new clients, tracking client performance, and client relationship management.

• Deep understanding of SaaS products and client-facing service deliverables.

• Firm understanding of SMB accounting, payroll, and bookkeeping services, a plus.

• Bachelors / 4-year degree, a plus.

• Salesforce CRM experience, a plus.

• Experience in an SMB environment is a plus.