Sales Onboarding Specialist

Scalemill is a technology company specializing in helping B2B SaaS businesses increase revenue and reduce costs by establishing off-site inside sales, support, and customer success teams. The Sales Onboarding Specialist will manage the complete client onboarding process, ensuring accurate documentation, KYC verification, and timely account activation. This role involves guiding clients through onboarding requirements, resolving issues, coordinating with internal teams, maintaining records, and ensuring compliance while delivering a seamless client experience within set timelines.

Key Responsibilities

Client Onboarding & Relationship Management:
- Guide new clients through the onboarding process and account setup.
- Explain onboarding requirements, procedures, and timelines clearly to clients.
- Follow up with clients to collect necessary information and documents.
- Address client queries and resolve onboarding-related issues promptly.
- Coordinate with internal teams to ensure a smooth onboarding experience.

Account Setup & Process Management:
- Manage end-to-end onboarding from initial contact to account activation.
- Review customer account status and assist clients with pending steps.
- Monitor onboarding progress and ensure timely completion of all requirements.
- Identify and resolve onboarding delays by collaborating with relevant teams.
- Ensure a smooth transition from onboarding to active account management.
- Verify completion of all onboarding requirements before account activation.

Collaboration & Execution:
- Work closely with sales, compliance, operations, product, and support teams.
- Coordinate client handover from sales to onboarding and operations.
- Share client feedback and highlight recurring onboarding challenges.
- Support continuous improvements in onboarding procedures and customer experience.

Reporting & Performance:
- Maintain accurate onboarding records and update client information in the CRM.
- Track onboarding progress, pending documents, verification status, and account activation.
- Prepare reports on onboarding performance, delays, and completion rates.
- Ensure compliance with internal policies, procedures, and documentation standards.

KYC Responsibilities:
- Verify customer identities according to KYC requirements.
- Collect and verify CNIC, photos, proof of address, customer information, forms, and questionnaires for accuracy and completeness.
- Follow up with customers on missing documents and resolve verification issues.
- Coordinate with compliance and operations teams to address delays.
- Maintain customer records, including documents and verification results, updating verification status regularly.
- Ensure all verification steps are completed on time.

Client Support & Improvement:
- Respond promptly to client inquiries regarding onboarding and verification.
- Proactively follow up with clients to prevent delays and incomplete applications.
- Identify opportunities to improve onboarding procedures and reduce turnaround time.
- Maintain a professional, client-focused, and detail-oriented approach.

Tools:
- Salesloft: For lead assignment, calling, email outreach, and executing cadences.
- Salesforce: To manage the full sales pipeline, including lead conversion, opportunity creation, data logging, tracking deals, and recording revenue and performance metrics.
- Aircall: For making and managing client calls.
- Backoffice: To maintain complete client records and track all client activities and interactions.

Leadership & Ownership:
- Support and guide junior team members on onboarding-related responsibilities when required.
- Maintain a professional, client-focused, and ownership-driven approach in all interactions.

Required Qualifications
- Bachelor’s degree.
- Fluent English communication skills, both written and verbal.
- Minimum of 2 years of proven experience in a related role.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to manage multiple tasks effectively.
- Exceptional time management and prioritization skills to work efficiently in a fast-paced environment.
- High attention to detail and accuracy in handling tasks and documentation.
- Professionalism and discretion in managing sensitive information with integrity and confidentiality.

Technology Skills
- Comfortable using computers, smartphones, and common office software.
- Proficient with online messaging tools such as WhatsApp and Google Chat.
- Experienced with Google Suite applications including Gmail, Google Docs, Sheets, and Slides.
- Proven ability to handle CRM/ERP systems and dashboards.
- Familiarity with task management applications like TickTick.

This is a full-time, office-based position located in Lahore, with working hours from 10 am to 7 pm. The Sales Onboarding Specialist will report directly to the Team Lead and Account Manager.