Senior Client Onboarding Specialist

Job DetailsJob Location: Austin, TX 78750Position Type: Full TimeTravel Percentage: NegligibleJob Shift: Day shiftJob Category: Strategy - PlanningOBJECTIVE The Senior Client Onboarding Specialist, Client Onboarding is responsible for leading the successful delivery of complex client onboarding initiatives while serving as a subject matter expert within the onboarding function. In addition to executing onboarding projects end-to-end, this role plays a critical part in driving process consistency, mentoring team members, and influencing cross-functional stakeholders to deliver a high-quality, scalable onboarding experience aligned with the One Cadex strategy. This role operates as a senior individual contributor with expanded ownership across complex implementations, process improvement, and internal leadership. PRIMARY JOB DUTIES Client Onboarding Execution Lead onboarding for complex, high-priority, or non-standard client implementations, including multi-entity or custom configuration projects Own project strategy in addition to execution (e.g., defining approach, sequencing, and dependencies) Anticipate and proactively resolve cross-functional risks, gaps, and ambiguity Serve as escalation point for project-level challenges before Manager/VP involvement Ensure alignment to One Cadex implementation standards, identifying deviations and driving resolution Client Relationship Management Act as a trusted advisor to client stakeholders, particularly for complex implementations Lead difficult client conversations, including scope clarification, delays, and issue resolution Drive expectation management at a more strategic level, not just status updates Identify opportunities to enhance client value and onboarding experience Process Ownership & Continuous Improvement Identify systemic issues across onboarding projects and propose scalable solutions Lead or contribute to development of onboarding playbooks, templates, and best practices Drive consistency in onboarding execution across project types (1P, 3P, BPO, complex) Partner with leadership to refine KPIs, reporting structures, and operational workflows Support automation and optimization initiatives Cross-Functional Leadership Act as a functional lead across Sales, IT, Product, and Operations for assigned projects Influence decision-making without direct authority to remove blockers and drive outcomes Translate business requirements into actionable onboarding plans for internal teams Support alignment across stakeholders when requirements or ownership are unclear Team Support & Mentorship Provide guidance and informal coaching to onboarding specialists Review onboarding plans, deliverables, and client communication for quality assurance Share best practices and lessons learned across the team Support onboarding and training of new team members SECONDARY JOB DUTIES Continuously seek opportunities for process improvement and propose ideas Foster effective communication and collaboration between countries and cultures within all regions Assist in operations project work as required Act as backup to other members of the operations organization Maintain a high level of professionalism and confidentiality with all information entrusted with OTHER JOB DUTIES  This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.   SUPERVISORY RESPONSIBILITY This position assists with some supervisory responsibilities WORK HOURS It is essential that this position adhere to the assigned work schedule. This is a full-time position and may vary based on the individual’s time zone, subject to change with advanced notice. Schedules may also vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position. TRAVEL This position is expected to travel [3-5] times per year, to [various corporate offices or meetings, conferences, etc.]   WORK ENVIRONMENT This job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related. The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual’s remote work environment. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.   To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. EEO STATEMENT Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.QualificationsCOMPETENCIES Advanced Client Relationship Management Strategic Problem Solving & Risk Mitigation Cross-Functional Leadership & Influence Process Improvement & Operational Excellence Project Ownership & Execution Mentorship & Knowledge Sharing Executive Communication & Presence REQUIRED EDUCATION AND EXPERIENCE •             Bachelor’s degree in Business, Operations, Communications, or related field •             6–9 years of client onboarding, implementation, or project management experience •             Demonstrated experience managing complex, multi-layered client implementations •             Advanced project management, problem-solving, and stakeholder management skills •             Strong ability to influence cross-functional teams and drive alignment FLUENCY This position requires fluency in the English language. ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONS None required for this position