Onboarding Specialist – Client Onboarding

Job Description

Onboarding Specialist | Internet Brands

The Tone:
This is a specialist role at Internet Brands. Internet Brands is a fully integrated online media and software services company headquartered in El Segundo, California, focusing on high-value vertical categories such as Health, Automotive, Legal, and Home/Travel. The company serves over 250 million monthly visitors across its networks, which include global leaders like WebMD, Medscape, and Nolo. This role is crucial for establishing strong client relationships from the start, guiding new clients through the successful launch of their websites and services. The Onboarding Specialist ensures clients make a positive first impression and fully leverage their website packages through expert product knowledge and dedicated support.

The TL;DR
• Role: Specialist
• Type: Full-time
• Pay: $21 hourly
• Team: Reports to Onboarding Manager
• Mission: Guide new clients in launching their website and services, ensuring they successfully realize the full benefits of their website package.

What You’ll Actually Do
• Customer Experience: Initiate a successful customer experience by thoroughly understanding client goals and translating that knowledge directly into the website setup and launch process.
• Client Management: Manage a dynamic portfolio of 20-40 clients concurrently, each navigating different stages of their onboarding journey.
• Client Education: Provide comprehensive education and resources to clients regarding their purchased products and services, including detailed guidance on the website editor, client portal, and other related applications.
• Service Delivery: Demonstrate consistently excellent customer service, proactively going above and beyond to ensure each client has a positive experience and helps foster a long-lasting relationship with Internet Brands.
• Accountability & Deadlines: Monitor deadlines and hold clients accountable for the timely delivery of essential content, forms, and photos required for their website launch.

The Must-Haves
• Background: Mid-level professional with a solid background in client-facing roles, specifically in account management or customer experience verticals.
• Experience: Proven ability to work independently and collaboratively in a team setting, coupled with practical experience in managing client relationships and project timelines.
• Skills: Possesses strong customer service capabilities, excellent interpersonal and communication skills (both verbal and written), and demonstrated organizational and time management proficiency, including keen attention to detail and ability to creatively approach complex issues.
• Bonus: A basic understanding of editing template-based websites is a nice-to-have.