Onboarding Specialist

The Role

The Client Support Onboarding Coach is responsible for ensuring that all incoming Client Support agents are effectively prepared to meet departmental goals and job performance expectations. This role plays a critical part in accelerating new hire readiness, driving consistency in onboarding delivery, and supporting successful role transitions within the department.

The Onboarding Coach partners closely with Education Services and Client Support leadership to execute the Global Onboarding Strategy. This includes facilitating training, monitoring progress, providing feedback, and ensuring all onboarding milestones are achieved for both new hires and existing Client Support employees transitioning into new roles.

The ideal candidate is highly organized, collaborative, and passionate about developing others, with a strong understanding of client support operations and performance standards.

• Provide direct onboarding support to new Client Support agents, including hands‑on coaching on internal systems, tools, workflows, and processes.
• Partner with Client Support, Education Services, and cross‑functional teams to strengthen product knowledge and increase agent confidence and proficiency.
• Collaborate with internal training resources to ensure a smooth transition from introductory training into live client support responsibilities.
• Facilitate support‑specific training sessions for incoming Client Support personnel.
• Monitor the progress of new agents and employees transitioning into new roles, proactively identifying and addressing knowledge or performance gaps.
• Deliver ongoing developmental training to promote continuous growth, skill enhancement, and performance improvement.
• Reinforce learning through structured practice sessions, refresher trainings, and skill calibration exercises to ensure agents maintain sharp, up‑to‑date knowledge and consistently meet performance standards.
• Stay current on new product features, system enhancements, and process updates, and proactively incorporate relevant changes into onboarding materials and ongoing training sessions.
• Ensure compliance with all MRI Software and Client Support policies, procedures, and performance standards.
• Perform additional duties and responsibilities as assigned.

• Strong knowledge of Client Support Standard Operating Procedures (SOPs), workflows, and industry best practices.
• Demonstrated understanding of Global Client Support departmental functions, processes, and performance expectations, with the ability to clearly communicate these standards to others.
• Strong knowledge of MRI Software products, including system functionality, integrations, and common client use cases.
• Ability to stay current on new product features, enhancements, and process updates, and effectively translate updates into practical training guidance.
• Excellent analytical and problem‑solving skills, with the ability to assess situations, identify root causes, and recommend effective solutions.
• Ability to understand, articulate, and simplify technical concepts for diverse audiences.
• Solid understanding of data flow within products and processes, with the ability to apply this knowledge to troubleshooting and training scenarios.
• Excellent interpersonal, coaching, and professional communication skills, both written and verbal.
• Strong time management, prioritization, and organizational skills, with the ability to manage multiple onboarding timelines simultaneously.

• Bachelor’s degree required, or equivalent combination of education and relevant work experience.
• Minimum of 2+ years of hands‑on, in‑depth experience working with MRI Software products.
• Prior experience delivering training, coaching, onboarding, or facilitating learning sessions preferred.
• Demonstrated experience working within MRI Client Support, with a strong understanding of departmental culture, expectations, and performance standards.

• Join our employee‑led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event…