About the Role
We are looking for a Client Onboarding Specialist to join our team and help deliver a seamless onboarding experience for FOCAL customers. In this role, you will be the primary point of contact for clients throughout their onboarding journey, ensuring successful platform implementation, user enablement, and go-live readiness.
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What You'll Do
- Own the end-to-end onboarding journey for FOCAL clients.
- Act as the primary point of contact for clients throughout the entire onboarding process, from kickoff to go-live.
- Deliver platform training sessions to client teams.
- Coordinate with internal teams to ensure all workstreams move forward on schedule.
- Track and resolve technical inquiries, feature requests, and configuration issues raised during onboarding, escalating to the right internal owner.
- Maintain accurate onboarding documentation and status tracking across all active clients in your portfolio.
- Manage multiple concurrent client onboardings, prioritizing effectively across varying timelines and complexity.
- Hand off completed onboardings smoothly to the Customer Success team post go-live, with full context transfer.
- Identify recurring onboarding blockers or process gaps and propose improvements.
Requirements
- 2–5 years of experience in Client Onboarding, Customer Success, Implementation, Project Coordination, Account Management, or a similar customer-facing role.
- Experience managing customer onboarding projects and coordinating multiple stakeholders simultaneously.
- Strong communication and interpersonal skills, with the ability to build trusted relationships with customers and internal teams.
- Excellent organizational and project management skills with strong attention to detail.
- Ability to manage multiple onboarding projects concurrently while meeting deadlines and maintaining a high level of customer satisfaction.
- Experience delivering customer training sessions, workshops, or user enablement programs.
- Fluency in both Arabic and English (written and spoken) is required.
- Experience in AML, Fraud Prevention, Financial Crime, Risk Management, FinTech, or Financial Services is a strong plus.
Benefits
- You will be at the forefront of an exciting time for the Middle East, joining a high-growth rocket-ship in an exciting space.
- You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
- The fundamentals will be taken care of: competitive compensation, top-tier health insurance, and an enabling culture so that you can focus on what you do best.
- You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI.
- We believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves.
