Sprintax, part of Clune Tech, is a web-based tax return preparation software that provides a number of tax related services to non-residents in the United States. We help thousands of international visitors such as students, scholars, teachers, trainees, researchers, work and travel participants and other foreign individuals that are temporary in the United States each year with the preparation of their tax returns.
Clune Tech is a world-leading provider of international taxation, finance, and fulfilment services to clients in over 100 countries ranging from blue-chip financial service companies to individual investors & cross-border workers.
Sprintax currently provides a range of tax services to the nonresident market via our suite of software solutions and works with large multinationals and higher education clients to help reclaim dividend tax, prepare nonresident tax returns, and provide tax analysis.
The primary responsibility of the Onboarding Specialist is to assist the tax and business development team with their customer onboarding activities in addition to creating educational content and processes that ensure maximum onboarding efficiency throughout the organization.
The individual will work closely with the Sales and Tax teams and across multiple departments to execute and enhance the organization's onboarding strategy.
This is a hybrid position with three days per week required in the NY office. The salary range for this role is $50k-70k depending on skills and experience.
The role:
- Oversee the management of a customer onboarding portfolio related to our payroll software, Sprintax Calculus.
- Work closely with technical teams (sales, marketing, technical and tax) to equip and educate customers on maximizing the efficiency of the Calculus platform.
- Engage with stakeholders on the customer side to grasp their business objectives and technical aspirations in utilizing Calculus.
- Efficiently coordinate with various internal departments at Sprintax to support customer onboarding initiatives.
- Champion customer business use cases to influence product development.
- Develop and refine processes and materials to enhance efficiency and improve the overall customer onboarding experience continually (e.g. evaluating and leveraging new technologies).
- Conduct impactful enablement training sessions and workshops.
- Customize 1:1 onsite and remote onboarding sessions to meet specific client needs, aiming to surpass expectations.
- Develop webinar topics and materials to support the sales team efforts.
- Automate and streamline internal onboarding processes.
- Manage Sprintax’s Zendesk Knowledge Base and Zendesk Agent platform.
- Manage customer satisfaction program: Actively collect and analyze customer feedback annually, during onboarding and post onboarding to identify trends and improve processes.
- Report insights to the product and customer success teams to ensure continuous improvement.
- Collaborate with marketing to ensure alignment of onboarding materials and communications.
- Work with the sales team to ensure a seamless handoff between sales and onboarding, and similarly with transition from onboarding team to tax team.
- Leverage automation tools to reduce manual efforts while maintaining a personal touch.
- Over 2 years of expertise in overseeing intricate implementation projects within a Saas company or equivalent.
- Proficient in onboarding, customer success, implementation, project management of technical solutions.
- Demonstrated project management skills.
- Effective communicator with excellent communication skills.
- Experience working with SaaS integrations is preferable.
- Well-versed in problem-solving, capable of handling conflicting priorities.
- Recognized for collaborative abilities, skilled in motivating and sustaining enthusiasm during the onboarding process.
- Effective office, time management, and organizational skills.
- Self starter – willing to think out side of the box and capable of running and driving projects from ideation to execution.
- Excellent spoken and written English (grammar, spelling, and pronunciation) and experience in presenting.
- Computer literacy – knowledge of Word, above-average Excel, Outlook and PowerPoint required.
- Experience working with Zendesk.
- Familiarity with APIs, integration processes, and technical troubleshooting is a plus.
At Sprintax, we are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.
Recognised as a both a Great Place to Work and Deloitte Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package.
