Role Description This is an exciting opportunity to join Remote during a time of rapid growth and play a pivotal role in shaping how companies onboard talent around the world. As a Senior Onboarding Client Services Specialist, embedded directly within our Onboarding Operations team in our Employe of Record division, you’ll be at the heart of delivering seamless, compliant, and memorable onboarding experiences for both customers and their employees. - Work with a wide range of clients, from fast-growing startups to global enterprises. - Collaborate closely with international colleagues across Operations, Customer Experience, Mobility, Payroll, and more. - Exposure to global employment practices and the chance to influence onboarding processes at scale. - Ability to see the direct impact of your work on thousands of employees worldwide. - Freedom to work asynchronously in a fully distributed team. Qualifications - Significant career experience in a customer-facing role such as solutions consulting, employee or customer onboarding, or similar service delivery; bonus points for HR professional services or hands-on HR operations experience. - Strong knowledge of onboarding best practices, with extra credit for understanding the global employment landscape. - Demonstrated ability to partner cross-functionally (Sales, Customer Success, Solutions Consulting, Operations) to deliver exceptional customer outcomes. - Experience designing and managing customer workflows and project implementation plans. - Skilled in managing escalations and collaborating with internal stakeholders and leaders to solve complex customer challenges. - Creative problem-solving skills with exceptional written and verbal communication. - Comfort working with SaaS platforms to deliver excellent client experiences. - A polished, professional presence and confidence in customer- and employee-facing video calls. - A process-improvement mindset, with experience using automation or integrations to increase speed and efficiency. - Ability to thrive in a fast-paced, international environment with a passion for creating a positive impact. - Commitment to documentation and asynchronous workflows to support a distributed team. - Familiarity with Zendesk or similar ticketing tools (a plus). - Full fluency in English; additional languages are a bonus. Requirements - Act as the primary point of contact for client-facing teams within Remote on all onboarding-related topics, providing expertise on compliant global onboarding practices. - Manage onboarding processes for enterprise-level clients that require tailored workflows or high-touch support. - Execute and evaluate employee onboardings to improve service quality and communication. - Manage service delivery for onboarding operations, responding to customers and employees directly via the Help Desk. - Provide support to companies and employees on all onboarding-related questions and issues. - Collaborate closely with Customer Operations, Customer Care, Customer Experience, and Sales teams. - Maintain an up-to-date knowledge base, documentation, and FAQs for onboarding operations. - Partner with other operational teams, including Mobility, Lifecycle, Benefits, and Payroll. - Continuously gather feedback from customers and employees to identify opportunities to improve the onboarding experience. Benefits - Work from anywhere. - Flexible paid time off. - Flexible working hours (we are async). - 16 weeks paid parental leave. - Mental health support services. - Stock options. - Learning budget. - Home office budget & IT equipment. - Budget for local in-person social events or co-working spaces.

• Betreut unsere Bestandskunden (insbesondere Kliniken aber auch Praxen) und baut langfristige Beziehungen auf • Erkennt Hebel zur Optimierung der Kundenperformance und treibt Upselling- und Cross-Selling-Möglichkeiten • Führt technischen Onboardings für diverse Petleo-Produkte eigenständig durch und ist so eine treibende Kraft für unseren Erfolg • Erstellt Weiterentwicklungspläne für unsere Kunden anhand bestehender KPI Dashboards und trägt damit zu einer effektiven und erweiterten Nutzung unserer Software bei • Leitet regelmäßige Folgeschulungen zur Product Adoption und sorgt so für eine verbesserte Kundenperformance • Unterstützt bei der Implementierung von Maßnahmen zur kontinuierlichen Verbesserung der Kundenerfahrung • Arbeitet eng mit unseren internen Teams (wie Sales und Product) zusammen, um Kundenanforderungen zu verstehen und umzusetzen

• Run scheduled 15-minute video calls with new users shortly after they sign up • Walk them through a short demo report using a script and talking points we provide • Answer common questions confidently and warmly • Flag anything outside your scope appropriately (we'll give you clear guidance on this) • Log brief notes after each call

• Design and execute customized training programs tailored to various user personas (e.g., AP Clerks, Controllers, and CFOs). • Define and track key adoption metrics and report on the effectiveness of training interventions. • Analyze client usage data to identify "low-adoption" accounts. • Proactively consult with clients to understand friction points and provide targeted re-education. • Act as a trusted advisor to client leadership, helping them navigate the internal shift from manual processes to automated workflows. • Partner with Product and Engineering teams to provide feedback on user friction points discovered during training sessions. • Map existing client workflows and re-engineer them into streamlined Ottimate solutions. • Act as a primary consultant to client leadership, identifying project risks and ensuring continuous momentum and on-time go-lives.