Staritas International Hiring! Full Time Onboarding - Implementation Specialist in Selangor - Ricebowl

ABOUT THIS ROLE

The Onboarding & Implementation Specialist handles the hands-on setup, configuration, and technical delivery required to bring new clients live on our data and intelligence platform.

RESPONSIBILITIES

Onboarding

• Provision new client organization profiles and allocate user seats based on contracted subscription tiers.
• Create, update, and manage individual user profiles, assigned permissions, and module-level data access.
• Process daily access requests from client administrators, including onboarding new team members, transferring seat licenses, and deactivating departed users.
• Handle bulk user roster uploads and updates using admin tools and spreadsheets.
• Verify that all provisioned users receive valid invitations, login credentials, and access permissions without delay.
• Execute the standard onboarding runbook upon receiving closed-won account handovers from the Sales team.
• Send out standardized welcome kits, login instructions, and platform access guides to client admins and end users.
• Track initial login activity and platform activation rates across newly onboarded accounts.
• Conduct proactive outreach to unactivated users or client admins to assist with initial login friction.

Onboarding Task Execution & Milestone Tracking

• Execute step-by-step onboarding workflows outlined in the implementation runbook.
• Track daily task lists, log progress in internal tracking tools and ensure action items are completed within target turnaround times.
• Coordinate scheduling for kickoff and training sessions between clients and internal team members.
• Prepare meeting collateral, agendas, and post-session follow-up summaries with clear action items.

User Access Troubleshooting & First-Line Setup Support

• Serve as the dedicated operational contact for access and authentication queries during the onboarding phase.
• Investigate and resolve initial access issues, including credential resets, login roadblocks, invitation link expirations, and missing module permissions.
• Deliver brief, focused access walkthroughs or screen-share orientations for client admins on how to manage their roster and navigate the platform.

License Governance & Record Keeping

• Reconcile active user lists against contracted seat counts in the CRM to prevent over-provisioning or unauthorized access.
• Maintain clean, organized records of client user rosters, admin contacts, and contract entitlements within internal databases and CRMs.
• Document any unique client access requirements, billing contact details, or corporate domain restrictions.

Operations Handoff & Documentation

• Execute formal handoff procedures to transfer stabilized, fully provisioned accounts to the broader Client Operations team for ongoing day-to-day servicing.
• Update internal SOPs, onboarding email templates, and admin checklists to streamline user provisioning workflows.

REQUIREMENTS

• Bachelor’s degree in business administration or other relevant studies / equivalent working experience is required.
• 2~4 years of recent working experiencing in sales and customer service
• Experience with Salesforce or other major CRM tools would be a plus.
• Experience working in a matrixed level role and environment is preferred.
• Experience with high analytical work is preferred.
• Ability to prioritize incoming requests from multiple sources, proven track record of juggling multiple tasks simultaneously and completing projects by set deadlines.
• Effective time management and problem-solving skills.
• Detailed-oriented and able to use good judgement when making decision.