About the job
Self-Service Implementation Specialist
Project Overview:
We are seeking a dedicated Self-Service Implementation Specialist to enhance the onboarding experience for Self-Service Plan Sponsors as they navigate our client’s platform. In this role, you will provide prompt and high-quality guidance to users during their onboarding journey. While you won't own the onboarding process entirely, your focus will be on quickly addressing inquiries, clarifying requirements, removing obstacles, and reinforcing standardized practices. Your success in this role will depend on your strong communication skills, ability to thrive in a fast-paced, high-volume environment, and unwavering commitment to providing responsive and reliable service.
Key Responsibilities
- Assist Self-Service Plan Sponsors with their onboarding to our client’s platform
- Deliver timely, accurate, and high-quality responses to client inquiries, ensuring speed and reliability of service meet expectations
- Guide clients through the onboarding process by providing clarification, direction, and timely support
- Monitor progress across various onboarding efforts, identifying blockers, risks, or points of confusion, and escalating issues when necessary
- Provide clear guidance on timelines, required actions, and next steps to help clients achieve onboarding milestones
- Communicate effectively with internal and external stakeholders regarding onboarding expectations, available resources, and process updates
- Support basic inquiries related to plan design and onboarding education, helping clients understand tools, workflows, and requirements
Required Qualifications
- Experience in client support, project coordination, or cross-functional collaboration roles
- Proven ability to deliver prompt and reliable service in a high-volume support environment
- Exceptional communication skills with the ability to provide clear, concise guidance under pressure
- Experience with operational and workflow tools such as Jira, Salesforce, and Google Workspace; capability to follow and enforce standardized processes
- Demonstrated ability to quickly learn new systems and concepts and apply them in client service scenarios
- Willingness to learn about retirement plan fundamentals, onboarding workflows, and Self-Service plan requirements
Helpful / Preferred Qualifications
- Experience with Self-Service, tech-enabled, or scaled onboarding or support models
- Familiarity with retirement plans (401(k)/403(b)), plan administration, or plan conversions
- Strong analytical and problem-solving skills
