Client Onboarding Specialist (OBS)

SUMMARY:
Our client, a fast-growing Amazon specialist digital marketing agency with offices in Europe and Cape Town, are looking to hire a OBS to join their expanding team.  They assist companies achieve their growth ambitions in a highly competitive environment.
 
About the role
 
Are you up for a completely different kind of challenge?
 
At its core, this is a client-facing project management position.  In the Client Onboarding Specialist role you'll be the brains of our Onboarding function.  You'll be at the centre of the web of relationships and processes that allow us to move quickly and precisely in bringing new clients onto our platforms, and planning their journey.  You'll be keeping information crisp and clear for the rest of the team, responding to a fast-changing environment, and managing the technical aspects of our onboarding process.  We need someone who can not only engage and excite clients with confidence and a solution-centric approach, but also offer technical guidance to ensure that the onboarding process can be completed as timeously as possible.

POSITION INFO:

Key responsibilities

• Manage the onboarding process with the client and relevant internal teams as a formal project
• Establish relationships with new clients and build trust, demonstrating leadership as you take clients through the Onboarding and Implementation phases
• Understand the Client’s objectives and strategy, and interpret their requirements to brief and inform the team for planning and strategy purposes
• Organize and track all aspects of the onboarding process using the company’s project management tools, and ensure expectations are aligned with deliverables
• Coordinate technical processes during onboarding to identify and manage risks, ensuring scope is well defined and communicated, and that deliverables are ready for launch onto Amazon as soon as reasonably possible
• Communicate closely with client success managers and all internal teams where scope changes or adjustments are forthcoming from the client
• Act as the first line of issue resolution during Onboarding, but escalate and brief technical issues as may be needed
• Follow all mandatory company processes and use company software and tools as directed
• Participate actively in set client-facing and internal meetings focused on onboarding and brand immersion, planning and coordination, project planning, creative workshops (brand blueprints and mockups), and escalations
• Deliver specific project related outputs for all onboardings, including project plans, contact reports, and other assets that may be required from time to time
• Analyse and communicate risks, project status, and issues to the internal team at any stage that they may arise during onboarding.
• Work closely with Sales (who will hand over to you), and the client success managers, who you will hand over to you in turn for monthly management and campaigning.

• Proven project management experience
• SCRUM Master with ClickUp (or similar Project Management Software) expertise advantageous
• Good understanding of the digital marketing landscape, with a focus on e-commerce advantageous
• Agency experience is also advantageous
• Strong problem-solving capabilities
• Super organised and calm under pressure
• Ability to manage multiple projects at once, and process oriented
• A natural in client relationships and comfortable managing those relationships remotely, as no clients are SA based
• Fluent in both written and spoken English, with outstanding communication skills
• Ability to learn at an accelerated pace, with a view to being fluent in the Amazon landscape within the first 3 months
• Desire to grow within the team as we continue to expand
• Detail-oriented. No really, we mean it:  excruciatingly detail-oriented
• Equanimity; grace under pressure
• Excellent organization and communication skills
• Experience with G-Suite tools and HubSpot a plus
• 5 years + of project management experience

• A team that has transitioned to remote work impressively, and remains highly collaborative and connected
• Excellent growth opportunity
• We pride ourselves in having a team that promotes diversity, inclusion, leadership, mindfulness, high initiative, energy and passion
• Relevant training on all things Amazon
• Opportunity to work with International Clients
• Job Type: Full-time, Permanent
• Market-related Salary
• Work Remotely Mostly: Temporarily due to COVID-19

NB! This job is now closed. You can apply for other jobs by uploading your CV.