Remote Customer Onboarding Specialist

Summary

Join Guideline as an Onboarding Specialist to manage client relationships, drive education and adoption, and contribute to growth and scalability. The ideal candidate is a collaborative self-starter with strong communication and problem-solving skills.

Requirements

• 4+ years of total work experience; startup and/or financial services experience a plus
• 3+ years of experience in client-facing implementation and/or technical account management
• Experience working with clients spanning a wide range of industries
• Deep knowledge that spans one or more of the following domains: SaaS, Operations, or Finance
• Proven track record of delivering results in a dynamic startup environment
• Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Creative and analytical problem-solving skills
• Enthusiastic and high energy, but also poised, confident and extremely professional
• Ability to pass background and credit check for employment

Responsibilities

• Manage value-based relationships with Guideline’s clients, ensuring clients are set-up in a timely manner and transfer of assets are scheduled accordingly
• Work collaboratively and cohesively with Sales, Conversion Operations, and other Customer & Operations teams
• Drive education and adoption by proactively engaging clients
• Play an active role in contributing to growth and scalability through robust documentation, consistent process optimization, and capability cross-training
• Monitor industry trends, client news, customer experience/journey best practices for consistent improvement and knowledge sharing
• Gather intelligent product feedback and recommendations from clients to design and inform new features and capabilities

Benefits

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year