Onboarding Specialist

• Manage end-to-end client implementation: Oversee the full implementation process for new and existing clients, following established standards, project plans, and documentation to ensure a high level of success.
• Support business process improvement: Provide guidance and best practice recommendations to clients during implementation to drive strong adoption and long-term success with our software.
• Serve as the primary client contact: Act as the main point of contact for clients throughout implementation and for designated clients post-implementation.
• Compile compliance reports: Regularly prepare and submit compliance reports to ensure adherence to internal policies and industry regulations.
• Act as a trainer and coach: Serve as a knowledgeable resource for clients, providing ongoing training, support, and coaching to help them maximize the value of 700Credit products.
• Resolve client issues: Analyze and resolve client concerns directly or assist in working through complex issues to ensure effective outcomes.
• Assist in product launches: Support Affiliate and 700Credit product launches, including post-launch follow-up with clients and affiliates to evaluate and improve the customer experience.
• Contribute to team success: Actively support all members of the Implementation team in a productive and constructive manner.
• Track and document client communications: Accurately record all client interactions and communications to maintain clear and up-to-date records.
• Communicate new product features: Keep clients informed of new product features and updates, ensuring they understand new capabilities and how to take advantage of them.
• Provide exceptional customer service: Ensure a consistently high level of service is delivered to clients, maintaining satisfaction and long-term loyalty.
• Generate cross-sell opportunities: Work closely with the sales team to identify and produce cross-sell opportunities that introduce additional products and services to existing clients.

Client Success Onboarding Specialist

Implementation Specialist

• Manage end-to-end client implementation
• Support business process improvement
• Serve as the primary client contact
• Compile compliance reports
• Act as a trainer and coach
• Resolve client issues
• Assist in product launches
• Contribute to team success
• Track and document client communications
• Communicate new product features
• Provide exceptional customer service
• Generate cross-sell opportunities

Customer Success Manager

• Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams.
• Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution.
• Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation.
• Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value.
• Ensure that all client information, interactions, engagement history, etc is kept current.
• Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction.
• Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications.
• Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery.
• Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery.
• Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination.
• Track and report on engagement performance metrics, client satisfaction, and delivery quality.
• Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out.
• Provide project management support for internal initiatives, where applicable.
• Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings.
• Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting.
• Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows.
• Identify and help implement AI-first tools and systems for improved organization efficiency and scalability.
• Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc.
• Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes.

Client Success & Operations Manager

• Build, develop and manage relationships with a variety of clients ranging from senior C-levels to more junior client professions in IT, HR, Supply Chain, Marketing, Finance, Legal, and Sales practices ensuring they are successful in the utilization of their Gartner subscription, resulting in customer satisfaction, retention, and growth
• Introduce Gartner services and capabilities to new clients and communicate value to decision makers
• Facilitate client calls and engagements to surface client priorities, and recommend a program of action that drives high value and return of investment on their Gartner membership
• Collaborate with internal Gartner partners to overcome obstacles and maximize the value Gartner delivers to clients
• Conduct regular reviews of client book of business looking into performance and key client engagement metrics

Client Success Associate, Spanish Speaking

• Deliver timely execution of CRM campaigns aligned with US market strategies, taking full ownership of campaign quality and on-schedule deployment
• Own and manage customer journeys across key lifecycle stages including onboarding, retention, reactivation, and loyalty, ensuring each stage delivers measurable engagement outcomes
• Plan, set up, schedule, deploy and report on campaigns across Modals, In-App notifications, Push notifications, and Email
• Conduct A/B testing to measure campaign performance and contribute to optimisation efforts
• Analyse campaign performance data and deliver actionable recommendations that directly improve engagement and retention outcomes
• Brief and partner with copywriters and designers to deliver assets for customer communications, ensuring brand and quality standards are met
• Lead the end-to-end execution of generosity campaigns, from setup through to post-campaign analysis
• Work closely with the US Customer Engagement Manager and VP of Marketing to plan and execute customer engagement campaigns aligned to business priorities, collaborating with the broader US Marketing team on concepts and execution, and the global CRM team on best practices
• Proactively contribute performance insights and learnings to the global Customer Engagement team, driving improvements to efficiency and best practice across markets
• Identify and resolve inefficiencies or errors in campaign processes, recommending and implementing improvements to execution standards
• Leverage tools including Quick Suite, Amplitude, and Braze to identify trends, define segmentation and targeting strategies, and translate findings into concrete campaign improvements
• Ensure all CRM activities adhere to US gambling, data protection and privacy regulations.

Lifecycle Marketing Specialist, CRM Specialist

• Execute day-to-day CRM campaign setup including audience builds, send QA, and deployment checklists across email, push, and SMS channels.
• Coordinate pre-planned and real-time messaging to align with player needs and business objectives, escalating blockers quickly.
• Review and validate all copy and creative materials for accuracy, quality, and compliance before deployment.
• Ensure all CRM communications are deployed accurately and on time to meet established deadlines.
• Build and configure player bonuses, offers, and onsite banners with guidance, working with cross-functional teams to deliver a seamless player experience.
• Track daily and weekly promotional pacing against targets, flagging anomalies to your manager.
• Maintain organized documentation of completed work, ensuring all campaign records are accurate and up to date.

Coordinator, CRM

• Own the end-to-end execution of CRM campaigns across email, push, inapp pops
• Lead the campaign QA process
• Coordinate pre-planned and real-time messaging across channels
• Review and validate all copy and creative materials for accuracy
• Own weekly promotional pacing updates
• Build and configure player bonuses, offers, and onsite banners
• Identify gaps in existing processes and propose improvements
• Ensure all promotional materials are deployed accurately and on time
• Own day-to-day relationships with Creative and Customer Support teams
• Build deep expertise in marketing technology stack and leverage its capabilities
• Partner with the broader team on A/B tests and personalization initiatives
• Communicate proactively to your manager

Senior Coordinator – CRM

• The Client Onboarding Advisor I is directly responsible and accountable for coordinating and leading client implementation efforts for new, or the maintenance of less complex Wholesale Payment services.
• Provide a best-in-class client experience, enabling Truist to achieve our vision and improve revenue realization.
• Apply knowledge expertise along with outstanding client service and communications skills to execute timely and proficiently on client requests.
• Own the overall implementation effort and client experience – ensuring that implementations are completed in a timely and successful manner even when aspects are delegated to others.
• Interact with clients in verbal and written form.
• Collaborate with client representatives and internal personnel to coordinate, complete, and communicate regarding all implementation activities.
• Work is generally independent and self-directed with little guidance required.

Wholesale Payments Client Onboarding Advisor

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency
• Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact
• Build and validate proof-of-concepts before committing engineering resources to full-scale development
• Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies
• Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions
• Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies
• Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs
• Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria
• Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization

Manager – CRM Innovation

• Lead the implementation process for newly acquired clients, ensuring a smooth onboarding experience.
• Collaborate with the sales team to understand client requirements and provide technical insights during the post sales phase.
• Develop and manage project plans, timelines, and deliverables to meet client expectations.
• Create and deliver technical product demonstrations tailored to specific business needs.
• Coordinate with internal teams to address technical questions and provide necessary support throughout the implementation process.
• Conduct customer training sessions and develop support materials to facilitate the adoption of our solutions.
• Gather customer feedback post-implementation and relay it to the product development team for ongoing enhancements.
• Stay informed about industry trends and technological advancements in FinTech and AI to inform project strategies.
• Collaborate closely with Customer Success Managers to identify upsell opportunities, pinpoint training gaps, and create materials for client support.

Implementation Engineer

• Own the success of an assigned portfolio of accounts
• Develop and maintain strong relationships with key stakeholders
• Build and execute Success Plans that align each customer’s unique goals
• Advocate for customer needs and feedback internally
• Monitor customer usage patterns to address potential churn

Customer Success Advisor

• Lead prospect and/or client calls to understand client priorities and challenges and articulate the value of Gartner’s renowned products and services.
• Understand and communicate Gartner services and capabilities to prospective clients and demonstrate value to decision makers.
• Collaborate with our Sales teams on how to effectively demonstrate Gartner products and resources to prospects or clients to increase likelihood of engaging and purchasing a license.
• Communicate with internal Gartner partners to overcome obstacles and maximize the value Gartner delivers to prospects and clients.
• Research prospective and existing companies, C-Level executives, business trends, and competitive intelligence to prepare relevant and tailored Gartner resources to drive impact.

• Partner with clients ranging from senior C-levels to more junior client professions in IT, HR, Supply Chain, Marketing, Finance, Legal, and Sales practices
• Deliver value to decision makers and drive Gartner growth by working as part of a service team
• Identify client priorities and understand how to align Gartner's resources to provide best in class service
• Collaborate with internal Gartner stakeholders to drive service delivery & business results
• Leverage insights & metrics to drive continuous client engagement, satisfaction, retention and growth

Client Success Associate – New Graduates, Early Career

• Acts as the product SME, assisting customers with their product questions
• Collaborate with product and engineering teams
• Ensure technical knowledge of the team is translated into articles and guides

Customer Success Architect

• Ensure the operational health and optimized performance of our Payments business
• Report to the GM of Payments to support the execution and measurement of the business strategy
• Create, maintain, and communicate actionable insights from our data to the Payments leadership team
• Establish Key Performance Indicators (KPIs): Partner closely with the GM of Payments and leadership to define, measure, and monitor key operational health metrics and early business optimization indicators
• Design, build, and maintain comprehensive, user-friendly dashboards (daily/weekly) for business performance and product adoption
• Go beyond report generation to interpret data, identify patterns, anomalies, and trends, and articulate insights and recommendations
• Understand the payments data model and underlying architecture, proactively identify data gaps
• Monitor and ensure that critical business data is replicating and refreshing accurately and timely
• Design, implement, and maintain an alerting framework for data exceptions, failures, or significant deviations in critical business metrics
• Conduct complex ad-hoc analyses, such as client profitability assessments
• Develop, maintain, and ensure the accuracy of internal operational tools
• Respond to and fulfill operational data requests from various cross-functional teams
• Create and maintain technical and business documentation for reports, databases, systems, and standard operating procedures

Payment Operations Analyst, Customer Success

• Provides specialized business application management guidance and support for a functional area
• Responsible for requirements gathering through the application lifecycle
• Conducts business testing and supports business process documentation and user support of the application
• Provides approval and prioritization of technology changes deployments
• Develops and leads business application strategy roadmap
• Coordinates with key leaders to determine required capabilities
• Ensures appropriate risk controls are in place and adhered to guidelines and regulatory requirements
• Accountable for overall mapping of processes for application functions/features to support business objectives
• Responsible for risk and audit management and assessments
• Reviews requirements specifications and technical design documents to provide timely and meaningful feedback

FCRM Risk Business Application Analyst III

• Ensure a seamless transition and setup for services or products related to Managed WiFi, Distributed Antenna Systems (DAS), and/or Fiber deployment.
• Coordinate onboarding activities with property owner, SBA construction teams, and Internet Service Provider (ISP) partners.
• Develop and maintain onboarding documentation, timelines, and status reports to ensure clarity and accountability.
• Build and sustain strong relationships with key stakeholders, partners, and customers to drive continued collaboration and satisfaction.
• Serve as the primary point of contact and escalation for assigned customer accounts.
• Advocate for customers internally by escalating tickets and providing oversight of ISP partner performance.
• Conduct regular business reviews and proactive check-ins to assess satisfaction and identify growth opportunities.
• Oversee customer agreements to ensure ongoing compliance with contractual terms and conditions.
• Process customer-requested change orders accurately and in a timely manner.
• Assist with Accounts Receivable (AR) collection escalation as needed to support finance operations.
• Facilitate internal and external meetings to ensure customers are consistently updated on deployment progress.
• Maintain project trackers and status reports to monitor milestones, timelines, and deliverables.
• Identify and communicate risks or delays proactively to all relevant stakeholders.
• Assist in both direct and indirect sales efforts by leveraging strategic partnerships and aligning them with business objectives.
• Ensure customer information is accurate, current, and complete within the CRM platform.
• Support the sales team in identifying upsell and cross-sell opportunities within existing accounts.

Customer Success Representative

• Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
• Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
• Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders.
• Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
• Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience.
• Build, lead, and mentor a high-performing Client Success organization, including managers and specialists.
• Foster a culture of accountability, collaboration, and excellence aligned with company values.
• Recruit, train, and develop top-tier talent to support growth and scalability.
• Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
• Partner with executive leadership to define and execute the company’s client success strategy and long-term objectives.
• Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives.
• Manage budgets and resources responsibly, ensuring profitability and operational discipline.
• Partner closely with Sales to support renewals, expansion opportunities, and revenue growth.
• Ensure strong post-sale execution to support sales targets and client expectations.
• Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap.
• Lead and operate in full alignment with Stafi’s core values: be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.

Client Success Manager, Law Firm Experience

• Drives customer satisfaction, retention, and expansion with our current enterprise customers.
• Serves as a strategic advisor, ensuring they’re seeing measurable value, adopting new content and features, and growing with the platform.
• Partner cross-functionally to ensure the voice of the customer is heard across the company.
• Guiding new customers through their customer journey process efficiently.
• Communicating the benefits a customer gains from utilizing HTB and how HTB addresses a business challenge.
• Scheduling and conducting regular check-in meetings with customers.
• Maintaining accurate and up to date notes on customer health in internal tools (e.g. Hubspot, ChurnZero, etc).
• Examining usage data to pinpoint trends, opportunities and possible concerns, frequently employing analytics tools such as Tableau or Looker.
• Building and nurturing relationships of trust with Exec / senior stakeholders (e.g. buyer) and HTB power users / admins.
• Timely addressing of customer inquiries.
• Coordinating with internal teams to resolve customer issues effectively and ensure seamless customer experiences.
• Proactively identifying and addressing risks to customer satisfaction.
• Gathering actionable feedback from customers for product improvement.
• Identifying and capitalizing on opportunities for upselling and cross-selling.

• Leverages data and technology to support the sales organization, diagnose issues, and design solutions.
• Partners with Customer Success, Commercial, Sales, and CRO leadership to identify and prioritize high-impact customer lifecycle process improvements aligned to retention and growth objectives.
• Develops lightweight business cases and ROI assessments to inform prioritization decisions.
• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.
• Leads design and documentation of global process standards across key customer lifecycle domains (e.g., onboarding, health management, customer engagement, renewal planning, expansion motions, advocacy, and churn management).
• Establishes governance structures and ensures consistent global adoption of standardized customer success processes.
• Measures impact of changes using defined success metrics and drives iterative refinement.
• Acts as a trusted advisor to Customer Success and CRO leaders on customer lifecycle effectiveness, retention, and growth opportunities.

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