Onboarding Specialist (Remote)

Onboarding Specialist – Role & Expectations Overview As an Onboarding Specialist, you are responsible for delivering a smooth, accurate, and timely onboarding experience for new customers. You serve as the first operational touchpoint after a customer signs, ensuring systems are configured correctly, projects are set up efficiently, and expectations are clearly aligned from day one. Your work sets the foundation for long-term customer success. By owning onboarding workflows, coordinating kick-off calls, and managing early account changes, you ensure customers feel confident, supported, and ready to move forward with CI Web Group. Success in this role is measured by onboarding efficiency, setup accuracy, internal handoff quality, and early customer satisfaction. Key Responsibilities & Execution Scope 1. Customer Onboarding & System Setup ✅ Guide New Customers Through Onboarding – Ensure a clear, organized onboarding experience from sign-up to completion. ✅ Manage Onboarding Forms & Documentation – Confirm all required information is collected accurately and promptly. ✅ Configure CRM Systems – Customize CRM records and fields to match each customer’s services and needs. ✅ Set Up Basecamp Accounts – Ensure Basecamp is properly configured and ready for customer collaboration. 2. Project Management & Workflow Creation ✅ Build Customer-Specific Asana Boards – Create and organize project boards using standardized templates and scoped tasks. ✅ Ensure Readiness for Execution – Confirm all projects are fully set up before onboarding is considered complete. ✅ Maintain Consistency Across Accounts – Apply best practices and templates to ensure scalable, repeatable onboarding. 3. Kick-Off Call Coordination & Early Communication ✅ Schedule Kick-Off (PL) Calls – Coordinate with customers and internal teams to ensure timely scheduling. ✅ Support Kick-Off Readiness – Ensure all systems, notes, and project details are prepared ahead of the call. ✅ Act as Initial Point of Contact – Serve as the primary customer contact during the onboarding phase. 4. Account Changes & Administrative Support ✅ Process Account Updates – Handle upgrades, downgrades, and cancellations accurately and efficiently. ✅ Communicate Changes Clearly – Notify internal teams and customers of updates in a timely manner. ✅ Maintain System Accuracy – Ensure all changes are reflected across CRM, Asana, and Basecamp. 5. Process Optimization & Collaboration ✅ Improve Onboarding Workflows – Identify inefficiencies and recommend process improvements. ✅ Leverage Automation & Templates – Use tools and systems to maximize speed and accuracy. ✅ Collaborate Cross-Functionally – Work closely with Customer Success, Sales, and Operations for smooth handoffs. Team Structure & Responsibilities Each Onboarding Specialist is responsible for: ✔ Owning the end-to-end onboarding process for new customers. ✔ Ensuring systems, projects, and documentation are accurate and complete. ✔ Preparing customers and internal teams for successful execution. ✔ Supporting early-stage account changes and administrative needs. Role Expectations DELIVER FAST, ACCURATE ONBOARDING – Set customers up for success with clean, organized, and timely setups. OWN THE DETAILS – Ensure no information, task, or system configuration is missed. CREATE A STRONG FIRST IMPRESSION – Make customers feel confident and supported from day one.

• ️ BUILD SCALABLE PROCESSES – Help CI Web Group onboard efficiently as we grow. Final Message: ALL IN. As an Onboarding Specialist, you lay the groundwork for every successful customer relationship at CI Web Group. Your precision, organization, and ownership ensure customers start strong and teams execute confidently. Let’s set the standard. ALL IN. E04JI802qgfl408dom8

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