Onboarding Specialist

Dotdigital; Sydney; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Parental leave

Extended Paid Sick leave

Dotdigital Day

Wellbeing Reward

Wellbeing Days

Loyalty reward

Job summary

dotdigital in Sydney is seeking a client onboarding specialist to become a trusted advisor from first contact through success.

You'll collaborate with professional services, sales, and customer success to ensure data uploads, asset handling, segmentation, and performance analysis, driving seamless handoffs.

The role requires 3+ years in a client-facing digital environment, multi-channel experience, strong Excel/PowerPoint skills, and the ability to manage multiple projects under tight deadlines.

Qualifications

• 3+ years experience in a client facing role in a digital environment, ideally onboarding clients or similar.
• Experience working in a multi channel digital role such as email, SMS and Whatsapp.
• Project Management experience and working with a project management tool is preferable.
• Experience working with international brands and stakeholders.
• Ability to work to tight deadlines with changing priorities.
• Ability to manage multiple projects simultaneously.
• Fantastic attention to detail - especially when working under time pressure.
• Proactive and confident, and able to build credible relationships with clients and their agencies.
• Be an expert Excel and PowerPoint user.
• Strong oral and written communication skills.
• Experience in script writing / debugging would be an advantage.

Responsibilities

• Collaborate with the Professional Services team, Sales, and Customer Success to ensure seamless client onboarding, becoming a product expert and trusted advisor throughout the process.
• Oversee the entire client onboarding process, including data uploads, working with creative assets, segmenting client data and analysing performance metrics, ensuring a seamless transition from sales to the Customer Success Manger
• Adopts a Client-first approach, maintaining clear communication with clients via email, phone, and in-person, offering expert guidance on Dotdigital's products and services.
• Manage project schedules, coordinating internal resources to meet deadlines while ensuring alignment with client expectations and project goals, and serving as the primary point of contact for any escalations during onboarding.
• Utilise project management tools like Monday.com and Microsoft Dynamics CRM to accurately document and track client interactions and project progress.
• Create and deliver comprehensive written materials, guides, and ongoing support to enhance customer understanding and effective usage of Dotdigital's offerings.

Skills

Excel

PowerPoint

Client facing

Project management

Multi-channel

Communication skills

Attention to detail

Time management

Tools

Monday.com

Microsoft Dynamics CRM

Job description

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

• Collaborate with the Professional Services team, Sales, and Customer Success to ensure seamless client onboarding, becoming a product expert and trusted advisor throughout the process.
• Oversee the entire client onboarding process, including data uploads, working with creative assets, segmenting client data and analysing performance metrics, ensuring a seamless transition from sales to the Customer Success Manger
• Adopts a Client-first approach, maintaining clear communication with clients via email, phone, and in-person, offering expert guidance on Dotdigital's products and services.
• Manage project schedules, coordinating internal resources to meet deadlines while ensuring alignment with client expectations and project goals, and serving as the primary point of contact for any escalations during onboarding.
• Utilise project management tools like Monday.com and Microsoft Dynamics CRM to accurately document and track client interactions and project progress.
• Create and deliver comprehensive written materials, guides, and ongoing support to enhance customer understanding and effective usage of Dotdigital's offerings.

About You

• 3+ years experience in a client facing role in a digital environment ideally onboarding clients or similar
• Experience working in a multi channel digital role such as email, SMS and Whatsapp
• Project Management experience and working with a project management tool is preferable
• Experience working with international brands and stakeholders
• Ability to work to tight deadlines with changing priorities
• Ability to manage multiple projects simultaneously
• Fantastic attention to detail - especially when working under time pressure
• Proactive and confident, and able to build credible relationships with clients and their agencies
• Be an expert Excel and PowerPoint user
• Strong oral and written communication skills
• Experience in script writing / debugging would be an advantage

Interview Process

• 15min Screening Call with People Success Partner
• 1st Round Interview with Hiring Manager and Team member
• 2nd Round Interview with Hiring Manager and Director of Professional Services

Global Benefits

• Parental leave
• Extended Paid Sick leave
• Dotdigital Day
• Wellbeing Reward
• Wellbeing Days
• Loyalty reward

DEI Commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.