Department: Customer Success

Location: Remote / Geneva

About the Role: The first few weeks are critical for any new client, and as a Customer Onboarding Specialist, you will ensure they have a flawless start with InvestGlass. You will guide new clients—ranging from boutique wealth managers to large financial institutions—through the complex setup and configuration process. Your goal is to accelerate their time-to-value, ensuring they fully understand how to leverage our platform to meet their specific business objectives. You will provide tailored training, assist with data migration, answer technical questions, and act as their trusted advisor during the implementation phase. Your success will directly impact client retention and long-term satisfaction.

Key Responsibilities:

• Manage the end-to-end onboarding process for new clients, creating customized implementation plans and timelines based on their specific requirements.
• Conduct comprehensive training sessions and product demonstrations, educating users on best practices and advanced features of the InvestGlass platform.
• Assist clients with data mapping, importing existing client data into the CRM, and configuring initial automation workflows.
• Act as the primary point of contact during the onboarding phase, promptly addressing any technical issues or questions that arise.
• Gather valuable feedback from new users and collaborate with the product and engineering teams to continuously improve the onboarding experience and product usability.

Requirements:

• 1 to 3 years of experience in customer success, implementation, technical support, or a related client-facing role in the SaaS industry.
• Exceptional communication and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical users.
• Strong project management skills, with the ability to handle multiple client implementations simultaneously while meeting strict deadlines.
• A deep passion for helping customers succeed and a proactive approach to problem-solving.
• Familiarity with CRM systems, data import processes (CSV/Excel), and a general understanding of the financial services industry is a strong plus.