Senior Client Onboarding Specialist

CADEX•Austin, TX

12d•Hybrid

About The Position

The Senior Client Onboarding Specialist is responsible for leading the successful delivery of complex client onboarding initiatives while serving as a subject matter expert within the onboarding function. In addition to executing onboarding projects end-to-end, this role plays a critical part in driving process consistency, mentoring team members, and influencing cross-functional stakeholders to deliver a high-quality, scalable onboarding experience aligned with the One Cadex strategy. This role operates as a senior individual contributor with expanded ownership across complex implementations, process improvement, and internal leadership.

Requirements

Bachelor’s degree in Business, Operations, Communications, or related field
6–9 years of client onboarding, implementation, or project management experience
Demonstrated experience managing complex, multi-layered client implementations
Advanced project management, problem-solving, and stakeholder management skills
Strong ability to influence cross-functional teams and drive alignment
Fluency in the English language

Nice To Haves

Advanced Client Relationship Management
Strategic Problem Solving & Risk Mitigation
Cross-Functional Leadership & Influence
Process Improvement & Operational Excellence
Project Ownership & Execution
Mentorship & Knowledge Sharing
Executive Communication & Presence

Responsibilities

Lead onboarding for complex, high-priority, or non-standard client implementations, including multi-entity or custom configuration projects.
Own project strategy in addition to execution (e.g., defining approach, sequencing, and dependencies).
Anticipate and proactively resolve cross-functional risks, gaps, and ambiguity.
Serve as escalation point for project-level challenges before Manager/VP involvement.
Ensure alignment to One Cadex implementation standards, identifying deviations and driving resolution.
Act as a trusted advisor to client stakeholders, particularly for complex implementations.
Lead difficult client conversations, including scope clarification, delays, and issue resolution.
Drive expectation management at a more strategic level, not just status updates.
Identify opportunities to enhance client value and onboarding experience.
Identify systemic issues across onboarding projects and propose scalable solutions.
Lead or contribute to development of onboarding playbooks, templates, and best practices.
Drive consistency in onboarding execution across project types (1P, 3P, BPO, complex).
Partner with leadership to refine KPIs, reporting structures, and operational workflows.
Support automation and optimization initiatives.
Act as a functional lead across Sales, IT, Product, and Operations for assigned projects.
Influence decision-making without direct authority to remove blockers and drive outcomes.
Translate business requirements into actionable onboarding plans for internal teams.
Support alignment across stakeholders when requirements or ownership are unclear.
Provide guidance and informal coaching to onboarding specialists.
Review onboarding plans, deliverables, and client communication for quality assurance.
Share best practices and lessons learned across the team.
Support onboarding and training of new team members.
Continuously seek opportunities for process improvement and propose ideas.
Foster effective communication and collaboration between countries and cultures within all regions.
Assist in operations project work as required.
Act as backup to other members of the operations organization.
Maintain a high level of professionalism and confidentiality with all information entrusted with.
Perform other duties as requested.