Customer Onboarding Specialist

Guideline is looking for an Onboarding Specialist to join the Onboarding team. 

You will manage a portfolio of clients ranging from small business owners to C-level executives. This individual will quickly become an expert on Guideline’s suite of products so that they can clearly explain the value that Guideline will provide to organizations of all kinds. 

Our ideal candidate is a collaborative self-starter who has a proven track record of success in client-facing environments. You’ll need to think on your feet while using your strong communication, listening, and problem-solving skills. A high level of attention to detail and a passion for providing a confidence-inspiring client experience are musts.

This is an opportunity to grow alongside a fast-paced startup. We’re looking for a highly motivated individual who brings the perfect blend of client focused mentality with a project management drive.

The Team

The Onboarding team is responsible for providing a confidence-inspiring experience to our clients, as we are the first team the client will experience in their journey with the Guideline product. We aim to design an easy and seamless implementation process for an often complex employee benefit system.

Our goal is to instill confidence in our clients, creating approachability and transparency, and laying the foundation for a delightful client experience.

What You Will Work On

• Manage value-based relationships with Guideline’s clients, ensuring clients are set-up in a timely manner and transfer of assets are scheduled accordingly
• Work collaboratively and cohesively with Sales, Conversion Operations, and other Customer & Operations teams
• Drive education and adoption by proactively engaging clients
• Play an active role in contributing to growth and scalability through robust documentation, consistent process optimization, and capability cross-training
• Monitor industry trends, client news, customer experience/journey best practices for consistent improvement and knowledge sharing
• Gather intelligent product feedback and recommendations from clients to design and inform new features and capabilities

What We're Looking For 

• 4+ years of total work experience; startup and/or financial services experience a plus 
• 3+ years of experience in client-facing implementation and/or technical account management. 
• Experience working with clients spanning a wide range of industries. 
• Deep knowledge that spans one or more of the following domains: SaaS, Operations, or Finance
• Proven track record of delivering results in a dynamic startup environment
• Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
• Creative and analytical problem-solving skills
• Enthusiastic and high energy, but also poised, confident and extremely professional
• Ability to pass background and credit check for employment

More about Guideline 

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.

Please speak with a recruiter for additional information regarding our tier locations.

• Metro+:
  The base salary range for this position is $70,000 - $80,000 annually.
• Metro:
  The base salary range for this position is $67,500 - $77,500 annually.
• National:  
  The base salary range for this position is $67,500 - $77,500 annually.

In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) with matching contributions — We use our own platform and match 100% of the first 3% contributed, and 50% of the next 2% (for a max employer contribution of 4%)
• 100% employer-paid healthcare, vision, and dental insurance for employees and 70% coverage for dependents
• Opt-out credit if all three plans are waived
• Health Savings Account and Flexible Spending Accounts
• Disability and life insurance options
• Mental health benefits, including therapy and coaching through Modern Health, for employees and their dependents
• Paid parental leave for birthing and non-birthing parents
• Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year.

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law. 

If you have a disability or special need that requires accommodation, please don’t be shy and contact us at peopleops@guideline.com.

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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