Key Responsibilities

Client Communication and Relationship Management

• Serve as the primary point of contact for new clients throughout the onboarding process.
• Conduct kickoff meetings to clarify client objectives, service scope, key contacts, timelines, and expectations.
• Provide regular progress updates and promptly address client questions or concerns.
• Explain onboarding requirements, client responsibilities, and the support process after launch.

Onboarding Planning and Coordination

• Review sales handover documentation to understand agreed services, commitments, and client requirements.
• Develop and maintain onboarding plans, checklists, timelines, and milestone trackers.
• Coordinate with Sales, Operations, Account Management, IT, Finance, and other relevant teams to complete onboarding activities.
• Track dependencies and outstanding requirements, following up with stakeholders to prevent delays.
• Identify onboarding risks and escalate issues that may affect timelines, service readiness, or the client experience.

Documentation and Service Readiness

• Collect and validate client information, required documents, workflow details, and access requirements.
• Maintain accurate client records and onboarding status updates in CRM and project management systems.
• Coordinate account setup, system access, configuration, and other implementation requirements with the appropriate teams.
• Confirm that required approvals, documentation, and readiness checks are completed before service launch.
• Prepare handover documentation covering client requirements, agreed workflows, key contacts, and unresolved items.

Client Training and Handover

• Organize onboarding sessions, process walkthroughs, and training on relevant systems or services.
• Provide clients with guides, reference materials, and clear instructions for accessing ongoing support.
• Coordinate the transition to the assigned account manager or service delivery team.
• Follow up after launch to confirm that initial concerns are addressed and the handover is complete.

Reporting and Process Improvement

• Maintain visibility into active onboarding projects, milestones, delays, and escalations.
• Gather client feedback to identify opportunities to improve the onboarding experience.
• Update onboarding templates, checklists, and standard operating procedures.
• Recommend improvements that reduce rework, shorten onboarding timelines, and strengthen coordination.