The Onboarding Team Lead will oversee the team responsible for onboarding new business accounts into Salesforce and related platforms. This role ensures a seamless, efficient, and positive transition from sales handoff to active account management. The Onboarding Team Lead will manage workflows, coach onboarding specialists, monitor data accuracy, and drive process improvements to enhance customer experience and ensure timely activation of new accounts.
Key ResponsibilitiesLeadership & Team Oversight
- Lead, mentor, and develop the onboarding team to meet productivity, accuracy, and customer experience goals.
- Manage team workload, set priorities, and monitor key onboarding metrics.
- Foster a positive, collaborative, and customer-focused team environment.
Onboarding Process Management
- Oversee the setup of new business accounts in Salesforce, ensuring accuracy of contracts, billing information, and service details.
- Partner with Sales, Finance, Collections and Account Services teams to confirm smooth transitions and align expectations.
- Troubleshoot issues or delays during onboarding and implement corrective actions.
Quality & Compliance
- Ensure Salesforce and Syteline records are accurate, complete, and compliant with internal standards.
- Maintain and update SOPs and documentation for onboarding processes.
Customer Experience
- Serve as an escalation point for onboarding issues, providing timely resolutions to customers and internal stakeholders.
- Drive improvements that reduce onboarding time and enhance client satisfaction.
Training & Development
- Train new team members on onboarding procedures, systems (e.g., ERP/CRM platforms), and customer service standards.
- Provide ongoing training to improve skills and process knowledge within the team.
- Keep the team updated on policy changes, system updates, and best practices.
Continuous Improvement
- Analyze onboarding data and provide reporting on cycle times, error rates, and capacity.
- Recommend and implement process enhancements, automation opportunities, and best practices.
Qualifications
- Bachelor’s degree in Business, Operations, or related field preferred.
- 3+ years of experience in client onboarding, account management, or operations, with at least 1–2 years in a leadership role.
- Strong experience working with Salesforce (required); knowledge of additional CRM or ERP systems a plus.
- Proven ability to lead teams, manage workflows, and achieve performance goals.
- Excellent problem-solving, organizational, and communication skills.
- Strong attention to detail with the ability to manage multiple priorities in a fast-paced environment.
- Customer-first mindset with the ability to build positive cross-functional relationships.
Key Proficiencies:
- Leadership & Coaching
- Customer Focus
- Process Management
- Cross-Functional Collaboration
- Analytical & Problem-Solving Skills
- Strong Attention to Detail
