Client Onboarding Specialist - Telco (Work From Home | Night Shift)

The Client Onboarding Specialist is responsible in supporting the implementation process by assisting the Client Onboarding Manager with client data collection, system configuration, and operational documentation. The role ensures a seamless onboarding experience, coordinates internal teams, and contributes to the successful execution of customer go-live readiness.

Job Description

• Collects carrier/provider details, including creating LOAs and coordinating execution between parties.

• Manages data collection, status tracking, and communications regarding LOAs, Accounts/FANs, Carrier Portal Access, Credential logging, Paper invoice conversion, PO box redirection, and Invoice Collection.

• Configures standard allocation, audit, reconciliation rules, financial periods, and accruals.

• Assists the operational onboarding manager in the configuration of initial invoices, audit/reconciliation, data/mapping validation, and optimization.

• Participates in customer User Acceptance Testing (UAT).

• Assists with operational go-live readiness sign-off and onboarding documentation creation.

• Works with the Client Success Manager to serve as the primary point of contact for clients.

• Handles recurring operational tasks such as Quarterly Business Review (QBR) preparation, real-time usage checks, and allocation reporting.

• Monitors customer issues and opportunities, advising the Client Success Manager on key topics.

• Coordinates with internal teams to ensure successful delivery of client projects.

• Tracks down missing invoices and monitors open tickets and incidents, following up as needed.

• Works with carriers to resolve billing disputes or ticket issues.

• Serves as backup for the Client Success Manager as needed.

Qualifications:

• Minimum of three (3) years of experience in a client support capacity.

• Experience in Microsoft Office, particularly Excel, with expertise in Pivot Tables, VLOOKUP/XLOOKUP, SUMIFS/COUNTIFS, conditional formatting, and data validation.

• Demonstrates strong interpersonal and customer service skills.

• Demonstrates strong organizational skills and attention to detail.

• Demonstrates the ability to manage multiple tasks and meet deadlines.

• Demonstrates the ability to work effectively in a remote/hybrid environment.

• Amenable to work US business hours.

• Clear and coherent both written and verbal communication skills in English.

• Experience using ServiceNow is a plus.