Onboarding Experience Lead

anrok; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity stake

Office hubs with daily lunch

Medical, dental, and vision insurance

One Medical membership

Learning and development stipend

Annual team offsites

Home office setup stipend

Job summary

Anrok is seeking a customer-focused professional to guide SMB to mid-market clients through onboarding and implementation of our tax automation platform.

You will coordinate with Tax and Solutions Engineering, educate customers, and maintain project tracking to ensure successful adoption.

This hybrid US-based role offers equity upside, comprehensive benefits, and opportunities to work with leading tech customers.

Qualifications

• 2+ years of experience in customer success, account management, or project coordination.
• Curious and motivated to learn new tools, including AI, with practical examples.
• Excellent organizational and project management skills for multiple accounts.

Responsibilities

• Manage onboarding book of business through onboarding journey, coordinating with Tax and Solutions Engineering to resolve tax and technical issues and configure platform settings for each customer.
• Execute customer education and training, becoming a product expert who guides customers through Anrok's platform features.
• Develop and maintain organized project tracking systems and workflows to ensure consistent service delivery.
• Track and monitor customer progress during onboarding; use data insights to identify issues early and drive adoption.
• Regularly update internal teams on client asks and issues.
• Keep precise CRM records, updating onboarding status, blockers, persona details, and key account information.
• Coordinate smooth handoffs to account management with detailed records and transition documentation.
• Continuously improve onboarding processes by analyzing feedback, timelines, and success metrics; implement enhancements.
• Ensure optimal platform utilization by driving customer compliance before transitioning to support.

Skills

Customer Success

Account Management

Project Coordination

Tools

CRM

Job description

Anrok is seeking a customer-focused professional to guide SMB to mid-market clients through onboarding and implementation of our tax automation platform.

You will coordinate with Tax and Solutions Engineering, educate customers, and maintain project tracking to ensure successful adoption.

This hybrid US-based role offers equity upside, comprehensive benefits, and opportunities to work with leading tech customers.