Onboarding Specialist

Dotdigital; Sydney; On-site; AUD 70,000 - 80,000; Full time

Benefits offered by this job

Parental leave

Extended Paid Sick leave

Loyalty reward

Job summary

A global digital marketing firm in Sydney is seeking an Onboarding Specialist to enhance client experience through seamless onboarding processes. This role entails collaborating with various teams, managing client relationships and project schedules, and utilizing management tools. The ideal candidate has over 3 years of client-facing experience, preferably in a digital environment. Candidates should exhibit strong attention to detail and excellent communication skills, with a proactive approach to client interactions.

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.
• Fantastic attention to detail – especially when working under time pressure.
• Strong oral and written communication skills.

Responsibilities

• Collaborate with the Professional Services team, Sales, and Customer Success to ensure seamless client onboarding.
• Oversee the entire client onboarding process, ensuring a seamless transition from sales to the Customer Success Manager.
• Manage project schedules, coordinating internal resources to meet deadlines.
• Utilise project management tools to document and track client interactions.

Skills

Client-facing experience

Project Management

Attention to detail

Communication skills

Excel

PowerPoint

Tools

Monday.com

Microsoft Dynamics CRM

Job description

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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 Manager

• 1st Round Interview with Hiring Manager and Team member

• 2nd Round Interview with Hiring Manager and Director Of PS & Operations

Some of Our Global Benefits

• Parental leave
• Extended Paid Sick leave
• 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.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management

• Industries

  Technology, Information and Media and Marketing Services

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