Client Onboarding Specialist

Summary

Join Mogli Technologies as a Client Onboarding Specialist and contribute to the success of our global education and nonprofit clients. You will work closely with the Client Success team, ensuring clients receive maximum value from our Salesforce-based SMS and WhatsApp communication platform, Mogli SMS. Responsibilities include guiding clients through implementation, providing training, troubleshooting technical issues, and educating clients on product features and industry best practices. This role requires strong project management, communication, and technical skills, along with experience in customer account management and Salesforce. The position offers a flexible remote work schedule, competitive salary and benefits, and opportunities for professional development. We are seeking a proactive, growth-minded individual who thrives in a fast-paced environment and is passionate about client success.

Requirements

• 2-4 years managing customer accounts and/or directly interacting with customers
• Strong experience with Salesforce is required (certifications are preferred)
• Strong analytical and problem-solving skills
• Strong project management & communication skills
• Ability to work well with company leaders and employees and to proactively recognize and implement superior customer service to clients
• A self-starter attitude, with ability to take independent initiative and work on multiple projects simultaneously

Responsibilities

• Ensure client success by implementing a tiered, fun, engaging, and dynamic client Onboarding program and training curriculum, in collaboration with the Client Success, Onboarding, and Leadership teams
• Assist clients to feel comfortable and reliable with Mogli SMS
• Provide customized training sessions to clients
• Provide timely (at least weekly) and ongoing updates to clients on their progress within the onboarding program, including next steps and requirements, in efforts to reduce time to value and increase early engagement
• Complete technical implementation of Mogli SMS in client Salesforce instances, including configuring gateways with our messaging partners
• Troubleshoot technical issues during onboarding, escalating to Technical Support as needed
• Educate clients on industry regulations and best practices around SMS messaging, including registering their numbers as required by carriers
• Enhance and improve communication between key stakeholders to ensure alignment on requirements, timelines, action items, and next steps
• Record and resolve client questions, problems and requests via Salesforce Cases within contracted SLA timeframe (24-48 hours based on client type)
• Maintain up-to-date and relevant information on the status of client onboarding on Salesforce Cases (promoting cross-team visibility)
• Assess and understand systems requirements during the client onboarding process, in conjunction with AEs, AMs, and Solution Engineers (if applicable)
• Work with clients to set initial Client Use Cases and develop a success plan
• With your Onboarding team, collaboratively establish and implement key touchpoints for client feedback
• Report on the performance of the Onboarding program, including key metrics determined with your manager
• Implement a transitional training process for clients with significant plan upgrades, including, but not limited to, understanding requirements, configuration needs, Client Use Cases, curriculum, and other success metrics

Preferred Qualifications

Foreign languages fluency and/or nonprofit and international development experience is a bonus, but not required

Benefits

• Complete Medical, Vision, Dental Insurance, Short-term/Long-term Disability, and Life Insurance fully covered by Mogli
• Support for professional development, including professional certification
• Matching 401k plan
• Employee Assistance Plan, AD&D, etc
• Flexible Time Off Policy
• 9 US Federal Holidays and 6 paid sick days
• Work from Anywhere in the United States