Onboarding Support Specialist

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Overview

We are looking for an Onboarding Support Specialist to join our team. In this role, you will play a pivotal part in ensuring our customers have a seamless and positive experience with our suite of enterprise software applications. You will be at the forefront of delivering exceptional service by working directly with clients and providing onboarding support.

Successful candidates should be passionate about customer success and eager to tackle daily challenges. Your role will require close collaboration with our global Account Management team to quickly and efficiently, onboard clients into our platform in an organized, coordinated, and structured manner. You’ll bring excellent communication, strong analytical abilities, and a commitment to providing a world-class customer experience, ensuring our clients always feel heard, valued, and supported. The successful candidate will be proactive in ensuring our clients can seamlessly adopt and leverage our software, managing both single-product and multi-product customer implementations in a fast-paced environment. We are committed to meeting or exceeding our customers' speed and execution needs by delivering top-notch service with precision and urgency.

Essential Duties & Responsibilities:

• Act as the primary point of contact for clients during the onboarding phase, ensuring positive, professional, and proactive communication.
• Use internal tools to add and manage platform customers, including adding net new customers to Staff HQ (single product) and multi-product customers.
• Lead strategy meetings and collaborate with cross-functional teams to establish processes for successfully implementing multi-product customers.
• Coordinate with the implementation teams of each product to ensure seamless execution and a smooth onboarding experience for customers.
• Run reports to identify and resolve data discrepancies, working closely with customers to ensure accurate information and system integrity.
• Report issues and bugs to the product/engineering teams, ensuring that customer feedback is communicated and addressed.
• Proactively drive end-user adoption by organizing and leading implementation meetings, offering tips, best practices, and regular check-ins with Product teams to foster engagement.
• Maintain accurate and comprehensive records of all customer interactions, including emails, calls, and meetings, to ensure consistent follow-up and service.
• Track customer implementation progress using an existing tool or spreadsheet, ensuring that all steps in the onboarding process are completed successfully.
• Ensure customer satisfaction goals are consistently met by providing solution-oriented support and delivering high-quality, timely assistance.
• Work closely with the Product team to relay feedback and identify areas for improvement within the software and onboarding process.

Requirements & Skills:

• Strong desire to learn and become a subject matter expert in Mitratech's software products.
• Ability to manage and execute multiple critical projects concurrently, balancing competing priorities while ensuring a seamless customer experience.
• Exceptional communication and interpersonal skills, with a customer-centric approach to problem-solving and delivering tailored solutions.
• Self-motivated, results-driven, and passionate about driving customer success throughout the onboarding process.
• Experience with CRM platforms like Salesforce, with a focus on providing customer-focused solutions.
• Detail-oriented and skilled in multitasking, able to ensure high-quality service even under pressure.
• Strong organizational skills, with the ability to track and monitor implementation statuses across multiple customers and platforms.
• Ability to work collaboratively with internal teams, including support, product, and engineering, to resolve issues and ensure a smooth customer experience.

Education:

• Bachelor’s degree in a related discipline, or equivalent relevant experience in customer support or application service delivery.

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.