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In this role, you will ensure a smooth handoff from the sales process to the Accounts and Operations teams, and that clients feel comfortable using our service from the first moment. A great onboarding specialist should make sure clients get exceptional customer service and an amazing customer experience. The main goal of an onboarding specialist is to help our team gain access to all the platforms well need, troubleshoot client questions, and walk them through what to expect when working with Rankings.io. They will ensure a smooth transition and hand off from sales, thus improving customer retention and a success campaign kick off. This is a client-facing role that will help facilitate a great first impression of our team and services. At Rankings.io, we are committed to providing end-to-end SEM services, including content creation, technical optimization, and keyword strategy for law firms looking for aggressive growth across multiple digital platforms.

Responsibilities

• Help new clients with a successful handoff from Sales, including gaining access to digital marketing platforms and tools, such as Google Analytics, Google Search Console, Wordpress, Website Hosting, Yext, Callrail, GoDaddy, etc.
• Solve access and integration problems using skills and technical knowledge to understand our service and fix any arising issues with new clients accounts
• Educate new clients and set the right expectations for success and also leverage industry knowledge to provide key pointers and contextual help for customers
• Collect and act on new client feedback
• Help create and produce new campaign kick off collateral to improve the client experience
• Improve the onboarding process and what better insights can be found
• Prompt surveys, collect data, and implement the findings to make the onboarding process more efficient and improve customer satisfaction
• Solve & respond to new client queries to avoid churn and customer frustration
• Deal with customer requirements in a timely manner and solve new client issues
• Implement and manage an onboarding tool that will give the right analytics and insights and will keep every department on the same page
• Willingness to identify new opportunities to improve the process, and create documentation to further facilitate the client onboarding experience
• Share accurate information about our features (it can be via an interactive walkthrough, service tour, etc.), and give clear / precise responses to feedback, and effectively communicate with our clients

Requirements

• Effective project management, organizational and time management skills
• Ability to manager and work with the account management team, different clients and other departments at once in order to meet / exceed client needs
• Effective communication skills (both written and verbal) are a must-have for communicating with clients and internal teams
• 1+ year of experience in digital marketing preferred
• Ability to troubleshoot and problem solve
• Working knowledge of managing successful SEM campaigns for clients
• Experience working with Google platforms and Analytics tools (Ahrefs, SEM Rush, GSC)
• Knowledge of the legal niche is a plus

Benefits

• Starting from $50,000; pay commensurate with experience
• Work remotely from home
• 12 days PTO, first year
• 3% Match SIMPLE IRA day 1 eligibility
• 100% Health Insurance day 1 eligibility (including fully employer-funded coverage)