Remote Customer Onboarding Specialist
at Guideline

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