• Own the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch. • Drive client progress by sending proactive nudges and following up via email, Sero (onboarding project management tool), phone, and Zoom to ensure clients stay on track. • Guide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup. • Monitor and manage onboarding tasks using project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed. • Reignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward. • Facilitate a smooth website go-live experience. • Act as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency. • Anticipate client needs before they arise and communicate proactively to prevent confusion or frustration. • Build confidence and trust with clients through empathy, professionalism, and accountability in every interaction. • Collaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience. • Serve as the primary point of contact post-sale through the completion of onboarding and training. • Facilitate adoption by connecting clients with the Customer Education Team or providing self-service training resources. • Identify at-risk clients early and coordinate turnaround strategies with internal teams. • Promote Sierra’s platform features that help clients achieve measurable success. • Own your feedback loop by collecting and sharing client insights to improve onboarding processes and materials. • Collaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction. • Provide first-line support via phone for basic customer education questions during onboarding, including setup and “how-to” guidance on CRM features, IDX, and lead management. • Escalate advanced training needs to the Customer Education Team and technical issues to Support. • Empower clients to become confident in managing their Sierra platform independently.