Onboarding Specialist
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Job Description
Onboarding Specialist guiding hotel parking clients through OCRA’s AI-powered revenue management and distribution platform. Managing activation, payment setup, reporting, early support, and handoff to account managers.
Responsibilities:
- Own the client’s first 60 days end-to-end, from signed contract through fully live and confident client.
- Facilitate the transition from the Account Executive and schedule the client onboarding call.
- Review contract terms and explain the billing process to clients.
- Pre-fill and review onboarding checklists, identifying location-specific configuration and activation details.
- Update location records using internal OCRA tools so the Activations team can activate new channels and access existing channels.
- Train clients on the OCRA app, emphasizing reporting.
- Collect W-9 and ACH payment information for the Accounting Department.
- Maintain proactive contact with clients through their first 60 days, conduct invoice reviews, and explain reporting.
- Manage a documented handoff to the Strategic Account Manager and Revenue Optimization Manager after onboarding is complete and stable.
- Collaborate with Sales, Implementation, Activations, Accounting, Strategic Account Management, and Revenue Optimization teams.
Requirements:
- 2+ years of experience in client onboarding, customer success, or operations
- Strong organizational skills and ability to manage multiple concurrent onboardings against firm timelines
- Clear communication skills; comfortable leading onboarding calls, building trust, and translating process details into plain language
- Proficiency with Google Suite, including Sheets, Docs, and Drive
- Ability to learn and adopt internally built tools for tracking onboarding milestones
- Ability to thrive in a fast-paced, remote, results-oriented environment
- Ability to identify improvement opportunities and complete them
- Tenacious follow-through when clients are unresponsive and go-live is at risk
- Must be located anywhere in the United States
- Ability to work the 10a–6p Eastern Monday–Friday collaboration window
Benefits:
- Equity for everyone. Stock options are part of every OCRA offer, at every level.
- Fully remote. Work from anywhere in the U.S.
- Health, dental, and vision coverage, with Employer Contribution
- Paid time off
- Unusually broad exposure to sales, activations, revenue management, and accounting
- Work that shows up in the numbers
- Flexible scheduling outside the 10a to 6p Eastern collaboration window
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