Onboarding/Offboarding Specialist (Agency)

An Onboarding/Offboarding Specialist focuses on managing the client journey from the initial stages of engagement to the eventual completion of services. 

They ensure clients receive a seamless and positive experience while engaging with the company’s services. 

The specialist is responsible for guiding clients through initiating services, setting up accounts or projects, and providing all the necessary information and support to get started. They also manage the offboarding process when a project concludes, facilitating a smooth transition and maintaining a positive relationship for potential future engagements.

Onboarding/Offboarding Specialists orchestrate the client's journey, ensuring every touchpoint is managed efficiently and effectively. 

They collaborate with various teams to gather and provide relevant information, seeing clients have everything they need for a successful project launch. This includes coordinating with the creative, technical, and account management teams to align on project scopes and timelines. 

When it comes to offboarding, they oversee the wrap-up of projects, including delivering final outputs, gathering feedback, and discussing any future needs or opportunities for collaboration.

Are you a client-focused professional with a talent for ensuring smooth transitions in client engagements? 

Join our team today as an Onboarding/Offboarding Specialist!

You'll be responsible for onboarding new clients, ensuring their timely and accurate setup, and serving as the primary point of contact during the crucial initial phase. Simultaneously, you'll execute offboarding procedures at the end of client engagements, managing necessary paperwork and ensuring a positive departure experience.

As a vital link between clients and our internal teams, you'll collaborate closely to align expectations, foster efficiency, and drive client satisfaction.

• Coordinate and manage the onboarding process for new clients, ensuring timely and accurate setup of services and deliverables.
• Act as clients' primary point of contact during the onboarding phase, addressing any questions or concerns and maintaining clear communication.
• Develop and maintain a structured onboarding process, including collecting client information, preferences, and goals to kickstart the partnership effectively.
• Collaborate with internal teams to ensure a smooth transition from sales to onboarding, aligning client expectations with internal capabilities and timelines.
• Create and maintain comprehensive onboarding documentation and materials to streamline the process and enable successful client integration.
• Execute offboarding procedures after client engagements, including completing
• necessary paperwork and transitioning services.
• Gather client feedback during the offboarding phase to identify areas for improvement and ensure a positive departure experience.
• Collaborate with cross-functional teams to incorporate client feedback and insights into ongoing service improvements.
• Actively monitor and report on the progress and success of onboarding/offboarding activities, providing valuable insights to the management team.
• Continuously assess and refine the onboarding/offboarding processes to enhance efficiency and client satisfaction.
• Proactively identify potential challenges or bottlenecks in the onboarding/offboarding and propose improvement solutions.
• Foster and maintain strong relationships with clients throughout the onboarding/offboarding phases, contributing to overall client retention and satisfaction.
• Stay updated on industry best practices and trends related to client onboarding/offboarding to develop a dynamic and innovative approach within the agency.

• Achieve a 90% or higher client satisfaction rating throughout the onboarding/offboarding process.
• Reduce onboarding time by 20% by implementing streamlined processes and documentation.
• Maintain a portfolio retention rate of 85% through effective offboarding strategies and client feedback integration.
• Increase client referrals by 15% through exceptional offboarding experiences and relationship building.
• Enhance process efficiency, resulting in a 25% reduction in errors and client onboarding delays.
• Contribute to a 10% improvement in overall client engagement and satisfaction levels.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Proven experience in customer service, account management, or client onboarding in a marketing or advertising agency setting.
• Proficiency in CRM software and other relevant tools for onboarding and client management.
• Exceptional interpersonal and communication skills with a strong ability to build and maintain relationships.
• Strong project management skills and the ability to navigate complex onboarding processes.
• Detail-oriented with the ability to manage multiple clients and tasks simultaneously.
• Familiarity with digital marketing and advertising industry trends and best practices.
• High level of professionalism, integrity, and a customer-centric approach.
• Ability to thrive in a fast-paced, dynamic environment focusing on continuous improvement and innovation.
• Strong problem-solving skills and the capacity to adapt to evolving client needs and industry changes.