About the job
Self-Service Implementation Specialist
Project Overview:
We are seeking a dedicated Self-Service Implementation Specialist to assist Self Service Plan Sponsors during their onboarding process. In this role, you will provide prompt, high-quality assistance as users familiarize themselves with our client's platform. While you won’t manage the entire onboarding process, your focus will be on swiftly addressing inquiries, clarifying requirements, removing obstacles, and reinforcing standardized procedures. Success in this position hinges on excellent communication skills, the ability to thrive in a fast-paced, high-volume environment, and a steadfast commitment to providing responsive and dependable service.
Key Responsibilities
- Assist Self Service Plan Sponsors in onboarding to our client’s platform.
- Deliver timely, accurate, and high-quality responses to client inquiries, emphasizing speed and reliability.
- Guide clients through the onboarding path, offering clarification, direction, and timely support.
- Monitor progress across various onboarding efforts, identifying blockers, risks, or confusion, and escalate as necessary.
- Provide clear guidance on timelines, required actions, and next steps to facilitate successful onboarding milestones.
- Communicate effectively with internal and external stakeholders regarding onboarding expectations, resources, and process updates.
- Assist with basic plan design inquiries and onboarding education, helping clients understand tools, workflows, and requirements.
Required Qualifications
- Experience in client support, project coordination, or cross-functional collaboration.
- Proven ability to provide prompt, reliable service in a high-volume support environment.
- Strong communication skills with the capability to provide clear, concise guidance under time-sensitive conditions.
- Familiarity with operational and workflow tools such as Jira, Salesforce, and Google Workspace, along with the ability to follow and reinforce standardized processes.
- Demonstrated ability to quickly learn new systems and concepts and apply them in client service situations.
- Eagerness to learn about retirement plan fundamentals, onboarding workflows, and Self Service plan requirements.
Preferred Qualifications
- Experience in supporting Self Service, technology-enabled, or scaled onboarding or support models.
- Familiarity with retirement plans (401(k)/403(b)), plan administration, or plan conversions.
