About This Role
LeaderFactor, a dynamic startup at the forefront of its industry, helps organizations achieve data-driven culture transformation through The 4 Stages of Psychological Safety. We offer a powerful combination of content, design, technology, and service that together create a world-class client experience. Our mission is to influence the world for good at scale by creating and delivering the most elegant, practical, and powerful human performance solutions. We value integrity, competence, mutual respect, communication, initiative, and service.
Our Opportunity
As a part-time Onboarding Specialist at LeaderFactor, you will play a crucial role in ensuring a smooth and successful onboarding experience for our clients, setting them up for long-term success. You will work closely with the Client Success Manager to execute onboarding processes, provide client support, and contribute to the overall client experience.
Key Responsibilities
Onboarding (80%)
- Define and execute a world-class onboarding program, guiding clients through the onboarding phase of their journey. Offer expert knowledge and support to maximize their understanding and adoption of our solutions and technology.
- Help define, track, and achieve onboarding metrics that ensure successful partnerships.
- Actively communicate and collaborate with Client Success Managers to provide a world-class client experience.
- Respond promptly to clients and assist with one-off requests related to reporting, onboarding, or solution usage.
- Demonstrate expert knowledge of LeaderFactor’s web-based application and conduct live virtual trainings to ensure effective use by clients.
- Collaborate with the Client Success team to continuously improve onboarding processes and ensure alignment with client objectives.
- Set and manage client expectations on deliverables and milestones related to their onboarding experience.
- Develop and refine onboarding materials to enhance the client experience.
- Leverage feedback to continuously improve the onboarding process.
- Build meaningful relationships with clients based on value delivery.
Client Support (15%)
- Take primary ownership of customer support by resolving client inquiries and issues related to LeaderFactor’s web-based application. Provide prompt and professional support.
- Develop and maintain LeaderFactor’s knowledge base with on-demand resources that address common client questions and challenges.
- Maintain a satisfactory customer support effort score.
- Continuously improve internal client support processes.
Client Success Specialist (5%)
- Serve as a Client Success Specialist for small-scope engagements.
- Demonstrate solution expertise related to client engagements and effectively guide them through LeaderFactor’s four-phase client journey.
Qualifications
- Strong communication skills, including written, verbal, and presentation abilities.
- Effective relationship-building and project management skills.
- Ability to solve problems proactively and think creatively.
- Proven ability to work both independently and as part of a collaborative team.
- Preference for small teams and growing organizations.
- Ability to thrive in a fast-paced environment and manage multiple priorities.
Additional or Preferred Qualifications
- Experience in client onboarding, support, or a related client-facing role.
- Client-facing experience.
- Pursuing a bachelor’s degree or equivalent work experience.
- Experience managing client onboarding processes.
Benefits
- Flexible part-time schedule.
- Competitive hourly wage.
- Access to world-class leadership development tools and solutions.
- Opportunity to work in a culture that values psychological safety and emotional intelligence.
- Educational book program/learning stipend.