Client Onboarding Specialist II

AIT Worldwide Logistics, Inc.•Itasca, IL

2d•$60,810 - $91,210

About The Position

The Client Onboarding Specialist II ensures clients are onboarded professionally, effectively, and efficiently. The role drives user adoption and engagement during the first 90 days of the client lifecycle, supporting customer success and retention. The specialist helps new clients and internal teams deliver a positive experience as customers begin working with AIT, and helps develop and establish companywide processes and procedures for efficient management of the Home Delivery service. This position leads the critical early phase of the client lifecycle, from implementation kickoff through solution go-live and adoption.

Requirements

Bachelor’s degree in a related field or demonstrated experience.
At least 3 years of experience in a customer service or support role.
At least 3 years in a project management role, with significant experience coordinating schedules with internal teams and ensuring timely completion of monthly close, tracking and analyzing financial data, and producing regular reports.
At least 3 years of experience in project management, scheduling, and task management.
Proficiency in Microsoft Word and Excel.
Project management and organizational skills.
Strong communication and presentation skills over video and phone calls.
Strong verbal and written communication skills and attention to detail.
Professional, friendly attitude and ability to quickly develop rapport with customers.
Ability to thrive in a fast-paced, high-performance environment.
Motivation, teamwork, and a bias for action.
Organizational and time-management skills, including the ability to manage multiple priorities.
Initiative, self-motivation, and ability to contribute as an interactive team player.
Interpersonal and customer service skills.

Nice To Haves

AS400 experience.
At least 5 years of experience in logistics and transportation.
A respectful, collaborative approach to working with teammates.
A strong work ethic and appreciation for ownership, independence, accountability, and autonomy.
A growth mindset, passion for the work, and openness to improvement and change.
A customer-service focus and ability to build relationships with internal and external customers.

Responsibilities

Manage the full customer onboarding process, from implementation kickoff through solution go-live and adoption.
Track daily, weekly, and monthly metrics and reports to support the customer experience.
Plan and implement new client accounts using organizational and project management skills.
Use internal tools and procedures for screen sharing, project timelines, task management, training recordings, documentation, implementation tracking, and other onboarding needs.
Build an understanding of and distribute rules of engagement, SOPs, program service-level agreements, performance metrics, project status, and escalation matrices.
Coordinate task execution with account executives, implementation engineers, training, and support teams to provide a seamless onboarding experience.
Conduct post-go-live customer check-ins to collect feedback and identify opportunities to improve solution usage.
Hold weekly, bi-weekly, and monthly internal and client calls as required.
Provide and support weekly executive status reports to the Manager and implementation manager.
Build relationships with client stakeholders and communicate with clients and stakeholders daily.
Assist with special projects relating to internal projects.