Client Onboarding Specialist

What's Bench? Check us out in Medium, Betakit, Financial Post, Perkins + Will, our Instagram, and our Life at Bench Blog.

We acknowledge that Bench headquarters is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.

Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses

Our mission is to make a profound difference in the quality of life of one million people. From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable.

We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here!

What does the Onboarding Team look like?

The Onboarding Team is laser focused on client experience and focuses their attention on setting clients up for a successful relationship with Bench. As a member of this team, you'll play a key role in working with our new and current clients as they prepare for Tax Season by ensuring their accounts are properly optimized and setting clear expectations that will allow for seamless bookkeeping moving forward.

What you'll be getting up to:

• Immerse yourself in our ever-evolving client success organization - our work is never done!
• Own a portfolio of clients and work with them via phone, email, and text to set up their accounts for a successful relationship with Bench.
• Collect and certify key documentation from clients in your portfolio to ensure accuracy and ongoing compliance of their monthly financial insights.
• Organize internal stakeholders to provide solutions for client issues.
• Grow your tech skills by managing your workflow using software tools like SalesForce, SalesLoft, RingCentral, Google Sheets, and the Bench App.
• Flex and build your project management and collaboration skills; taking responsibility in the current process and our future improvements is crucial to building a successful team
• Help identify opportunities for growth & innovation in Client Success and beyond!

What you'll need:

• Client-first Mentality: The best reps on our team go the extra mile for our clients and will take the extra time to ensure that the client's needs are addressed properly. This means digging deep into client issues and providing clear solutions that will positively impact the client's experience.
• Communication: You'll quarterback a hefty portion of the client relationship so clear and concise communication (verbal and written) makes sure we're efficiently passing messages between clients and internal stakeholders.
• Organization: Members are responsible for self-organizing and tracking the whereabouts of every client in their current portfolio, at all times. The ability to organize your workflow, create efficiencies, and prioritize work allows reps to widen their impact across our client base. Multi-tasking and time management lead to strong results on the team!

It could be an even better fit if you:

• Agile: You'll be supporting process iterations with respect to the onboarding team and, as a result, will need to adapt to new situations, workflows, and client problems. Fast learners who can pivot quickly and people who have experience working in fast-paced environments are a major plus!
• Creative Problem Solver: We're always dealing with the next problem and we love having creative thinkers who challenge the status quo. Candidates who've helped build systems from scratch will have a major impact.
• Resilient: We are looking for team members who are able to experience the highs and lows of being a part a startup. Not every workflow is a success, and your willingness to fail is a major piece of how we continue to progress. Candidates should always have their end goals in mind, and be comfortable working in an environment where targets are challenging.
• Have prior experience in Customer Success or Customer Service using CRM tools such as Salesforce, Jira, and Slack

Extra bonus points if you have:

• Prior experience in Customer Success or Customer Service

What you'll get:

• At Bench, we share information freely and openly whenever possible. All Onboarding Specialists will start at a base salary of $44,500. From there, with Variable Pay, the On Target Earnings (OTE) for the role is $50,500
• In addition, we offer an extended benefits package that includes paid vacation, unlimited paid flex days, stock options, and full health, dental, and vision.
• All Benchmates have access to Inkblot Therapy, our virtual counseling service to support mental wellbeing, and Bravely, our confidential, on-demand, 1:1 professional coaching service.
• You will have the support of your manager, and the opportunity to learn and develop by working with a team of unconventional & diverse Benchmates, who are all working together to achieve the same mission.
• We have a number of Affinity Groups - groups of people who have shared identities and experiences! The purpose of these groups is to support underrepresented Benchmates and amplify their voices.
• Bench is now a fully remote organization and will provide a Home Office Setup Fund, to ensure that you have everything you need to work comfortably from home, from day one.
• We will be providing alternative solutions to bring teams together for collaboration and connection.
• We currently focus our hiring efforts in the following provinces: British Columbia, Alberta, Ontario, New Brunswick, and Nova Scotia.

Everyone has their own unique talents. Even if you don't meet 100% of the qualifications outlined above, tell us why you'd be a great fit for this role in your application.

We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities because we believe that without you, we are all less. At Bench, we don't stand for tokenism. We stand for representation.