Job Description

As an Onboarding Specialist, you will play a critical role in delivering a premium onboarding experience for LeaderFactor client organizations. Your primary responsibility will be to guide clients through their onboarding journey using LeaderFactor’s in-house onboarding software, preparing and executing standard onboarding meetings, and continuously improving onboarding processes, assets, and procedures. Your success will be measured by accurate survey administration, timely client progression through onboarding, and contributions to both the immediate and future onboarding experience.

LeaderFactor’s ambition is to become a digital-first, human-second partner, meaning the client’s digital experience is so effective that human interaction is primarily focused on oversight and strategic recommendations. Your performance in this role will be formally reviewed 60 days after your start date to ensure alignment with expectations and provide constructive feedback for growth.

Responsibilities

Onboarding (65%)

• Own and execute the entire client onboarding experience using the LeaderFactor platform.
• Prepare for and lead standard onboarding meetings, including onboarding kickoffs, survey data reviews, LeaderFactor Partner Kickoff, workshop logistics and preparation, and admin training sessions.
• Manage timelines to ensure clients progress through onboarding within the expected timeframe.
• Identify and proactively re-engage disengaged clients to drive adoption and success.
• Educate clients on LeaderFactor’s solutions and methodologies, ensuring alignment with their organizational goals.
• Maintain excellent verbal and written communication to effectively guide clients through the process.

Client Education & Technical Support (30%)

• Serve as the primary resource for educating clients on how to navigate the LeaderFactor platform and maximize its value.
• Manage and update the LeaderFactor Knowledge Base, ensuring it remains accurate, comprehensive, and user-friendly.
• Create and maintain on-demand asynchronous training videos to support client education and self-service learning.
• Provide prompt and effective technical assistance related to onboarding and platform usage, ensuring client satisfaction and smooth adoption.

Experience-Driven Client Engagement (5%)

• Oversee onboarding for high-touch, experience-driven engagements such as keynotes and workshops.
• Act as the main point of contact for these clients, ensuring a seamless transition from onboarding to event execution.
• Collaborate with event facilitators to align expectations and ensure smooth coordination.
• Provide ongoing client support before and after the event to enhance the overall experience.

Qualifications

• 1+ years of experience in onboarding, customer success, implementation, or a related field.
• Strong communication and relationship-building skills.
• Ability to manage multiple clients and projects simultaneously while maintaining attention to detail.
• Proficiency with CRM, project management tools, and AI tools.
• Highly organized, proactive, and solution-oriented.
• Bachelor's degree or equivalent work experience.

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