Onboarding Specialist

Sinclair Broadcast Group•Hunt Valley, MD

51d•Hybrid

About The Position

Sinclair is seeking an Onboarding Specialist to join our team in Hunt Valley, MD! This is not a Human Resources position. The role involves supporting internal and external stakeholders during the onboarding of new client partnerships with a signature white glove service. The specialist will provide regular progress updates, direct engagement including leading calls/trainings, and facilitate support needs. Responsibilities include following standard operating procedures for trafficking orders and setting up new data platforms, coordinating with internal fulfillment teams, learning and training others on proprietary technology, monitoring ticketing queues, conducting monthly performance analyses for assigned clients, and providing ongoing support across different time zones. The role requires becoming a subject matter expert within 6 months and potentially training new hires. Additionally, the specialist will assist team members, cross-train with other roles, maintain record-keeping, and complete mandatory trainings. Other unplanned duties and projects may be assigned.

Requirements

2-3 years of client onboarding, digital marketing, ad agency, and/or technical system experience required.
Excellent written and verbal communication skills, both concisely and professionally.
Comfortability in speaking with internal and external partners, and in some cases with remote video software.
Organizational skills, attention to detail, and a sense of urgency are a must.
Be coachable, solution-oriented, and inclined to ask questions.
Ability to adapt to ongoing change in a tech-driven environment.
Ability to multi-task successfully in a fast-paced, hybrid (in-person and remote) environment.
Ability to use intuition and critical thinking to anticipate the needs of team members within your immediate department and outside of the department.
Must have a strong working knowledge of MS Office Suite, including Outlook, Word, Excel and PowerPoint.
Ability and willingness to self-manage an individualized book of business with a minimal amount of micro-management.
Embrace change and anticipate/adapt to it, while also offering cooperative problem-solving and assistance to other team members.
Understanding that your professionalism and timely task completion have drastic implications on client retention.

Nice To Haves

Operative.One, AOS and/or JIRA experience is a plus.

Responsibilities

Support internal and external stakeholders during the onboarding of new client partnerships with our signature white glove service.
Provide regular progress updates with internal and external stakeholders throughout the onboarding process.
Direct engagement with internal and external stakeholders, to include but not limited to leading calls/trainings and facilitation of support needs.
Follow standard operating procedures for trafficking orders and setting up new data platforms, including thorough content auditing and timely order handling within SLA limits.
Coordinate and collaborate with internal fulfillment teams to meet benchmarks and ensure deadlines are met.
Learn and understand our proprietary technology and comfortably train an internal or external client on how to use such technology.
Monitor multiple ticketing queues throughout the day, while co-mingling other onboarding-related tasks and responsibilities.
Conduct a brief performance analysis for your portfolio of clients each month.
Provide ongoing support to internal and external clients in various time zones for your assigned portfolio of clients throughout the lifetime of the client partnership.
Become a subject matter expert on day-to-day processes within 6 months and, if appointed, able to train new hires.
Assist other team members on work assignments when they are using PTO (paid time off).
Cross-Train with other designated trafficking/coordinator roles for business needs.
Maintain record-keeping entries in a variety of online databases.
Complete any mandatory trainings that are assigned from leadership or security/IT.
Other unplanned duties and projects as assigned.