Onboarding Specialist

• Deliver a world-class onboarding experience for Strategic Partners and their clients, building confidence and trust from day one
• Lead client implementation kick-off meetings and drive projects through to successful completion
• Manage multiple onboarding projects simultaneously while maintaining exceptional attention to detail and stakeholder alignment
• Facilitate discovery and information-gathering sessions to understand client requirements and operational needs
• Configure TransferMate solutions to support client-specific workflows and business objectives
• Act as the central point of ownership across implementations—managing communication, timelines, risk mitigation, issue resolution, and stakeholder expectations
• Collaborate cross-functionally with Sales, Operations, Product, and technical teams to deliver seamless client launches
• Support partners and clients post go-live, ensuring ongoing success and a strong customer experience throughout the onboarding journey
• Identify opportunities to improve onboarding processes, enhance efficiency, and elevate the client experience at scale

Client Onboarding Specialist

• Take ownership of customer onboarding from start to finish
• Understand customer requirements and prepare the right setup for a smooth implementation
• Deliver engaging product training sessions via video or phone
• Proactively identify potential issues or delays and take action to resolve them
• Manage multiple customers at different stages of onboarding, keeping everything organized and on schedule
• Set clear expectations with customers and follow through on commitments
• Work closely with teammates to ensure shared goals and service levels are achieved
• Look for ways to improve processes and enhance the customer experience

Software Onboarding Specialist

• Run 20-30 minute onboarding calls with new TradeRated customers.
• Walk customers through company setup, technician roster, review path configuration, and CRM integration steps where applicable.
• Capture and confirm critical setup information during the call.
• Set clear expectations for what happens next and what the customer needs to do after the call.
• Ensure every customer reaches onboarding-complete status or has a clearly documented blocker and next step.
• Confirm the pre-call form has been completed before the onboarding call.
• Review customer-provided information and pre-configure what can be set up in advance.
• Confirm the right customer stakeholders are attending.
• Coordinate with Sales for warm handoffs during the early customer cohort.
• Guide customers through CRM integration setup for supported systems.
• Troubleshoot common setup or integration issues in real time.
• Maintain working knowledge of supported CRM integrations.
• Drive customers toward activation, defined initially as first verified review captured.
• Help customers complete the key actions needed to start using TradeRated.
• Track whether customers have completed first technician setup.
• Follow up with newly onboarded customers to confirm activation progress.
• Run the established onboarding playbook consistently across customers.
• Track friction points, customer questions, and recurring setup issues.
• Receive customer handoff from Sales with clear context.

Customer Success Manager – Onboarding Manager

• End-to-End Onboarding: Own the client onboarding journey, ensuring a tailored and delightful experience that secures long-term retention.
• Accuracy & Quality: Maintain 100% accuracy in client billings, statutory filings, and adherence to Sleek’s Terms & Conditions.
• The "Three-Day" Vision: Execute workflows with speed and precision, relentlessly pursuing the goal of less than three business days of "Sleek Time" for client processing. Proactively inform clients in case of roadblocks or any further information needed.
• Focus on Tangible KPIs: Maintain high CSAT and aim for lowest time to onboard.
• Regulatory Mastery: Apply expertise in ACRA regulations, the Companies Act 1967, and AML/CFT policies to ensure every client is onboarded with absolute compliance.
• Workflow Efficiency: Organise daily tasks effectively to ensure all deliverables align with scope and tight timelines while maintaining strict client confidentiality. Follow SOP and onboarding processes.
• AI-Augmented Execution: Utilise Sleek’s automation and AI tools to streamline manual tasks, transitioning toward a 100% efficient, system-driven workflow.
• Continuous Evolution: Participate in a "continuous improvement" loop by providing feedback to management to help refine and simplify processes every month.
• Stakeholder Support: Collaborate with the Head of Client Onboarding and Team Leader to implement the Sleek Strategic Roadmap and scalable workflows.
• Problem Solving: Act as a primary point of contact for client queries, resolving requests with precision and escalating complex matters when necessary.
• Collaboration: Collaborate with Compliance, Corporate Secretary, and Sales to deliver the best experience to the client.

Client Onboarding Executive

• Outbound Prospecting & Cold Calling
• Call breeder leads using the call structure and qualifying questions.
• Introduce the Protection System clearly, confidently, and professionally.
• Build rapport with breeders using a warm, no-pressure, relationship-led approach.
• Handle objections and guide breeders toward sign-up.
• Convert suitable breeders into active participants in the Protection System.
• Clearly explain the value of the program and what is required to get started.
• Ensure breeders complete the steps required to join the system.
• Follow up with newly signed breeders to ensure they begin using the system.
• Support breeders through to their first litter submission.
• Maintain momentum and follow-through so signed breeders become active breeders.
• Keep breeder records and outreach activity updated in HubSpot.
• Ensure breeder ownership, activity, and status are accurately reflected for KPI tracking and reporting.
• Maintain disciplined follow-up habits and clear record keeping.

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