Client Onboarding Specialist - Austin - MirrorWeb

Description

Client Onboarding Specialist

MirrorWeb is an intelligent communications supervision platform built for regulated financial services firms that need to scale supervision safely, defensibly and without operational collapse.

Compliance teams today are dealing with a permanent shift: channel explosion (mobile, social, collaboration tools), volume that outpaces humans and regulators who didn't lower the bar. The result is simple: teams are drowning in data but starving for signal.

Most firms get stuck between three flawed options:

• Legacy archiving & supervision platforms (manual, queue-based, connector-centric, brittle, slow to adapt)
• Point AI compliance tools (narrow, opaque, hard to defend in audits)
• DIY + services-heavy approaches (stitched-together systems and spreadsheets that don't scale)

MirrorWeb was built for this moment: AI-native supervision designed for regulated reality where AI helps prioritize risk and focus human attention, while preserving accountability regulators accept.

Our mission: help regulated firms communicate freely and confidently, knowing supervision stays scalable, defensible, and auditable as the world changes.

Why This Role Matters

At MirrorWeb, roles aren't about shipping tasks. They're about building a platform that compliance leaders can stand behind in audits and regulatory scrutiny, while helping them modernize without increasing risk.

In this role, you will own the critical first 90 days of the customer lifecycle. When customers are onboarded smoothly, they expand and stay. When onboarding stumbles, they become ongoing support burdens or churn. You'll directly impact customer retention, product adoption, and our ability to scale new customer acquisition - helping MirrorWeb scale the supervision platform that turns compliance into a competitive advantage, not an operational bottleneck.

What success looks like in 612 months:

• Build customer confidence and trust during the critical first 90 days, delivering training and setup that enables clients to scale supervision without operational chaos
• Establish yourself as the go-to resource for complex multi-channel implementations (email, mobile, collaboration tools), proactively identifying and resolving technical blockers before they impact timelines

As a Client Onboarding Specialist at MirrorWeb, you will be responsible for organizing and implementing new clients onto our platform. You'll play a pivotal role in the customer's journey during the first 90 days after contract signature, working with autonomy to manage multiple concurrent implementations while maintaining quality and meeting deadlines. You'll spend most of your time coordinating compliance requirements, delivering training sessions, and ensuring successful handoffs to Account Management and Customer Success Team.

Key Responsibilities

• Own your assigned client onboardings end-to-end: define the problem, propose options, drive decisions, execute to measurable outcomes.
• Build work that holds up in a trust-first environment: reliability, defensibility, and auditability matter here.
• Partner with Engineering, Customer Success, and Account Management to deliver outcomes that scale without chaos.
• Operate with a "signal over noise" mindsetprioritize what moves the business and customers forward.
• Raise the bar: improve the quality of customer outcomes.
• Communicate clearly and close loopsespecially across a distributed team (Austin ? Manchester).
• Contribute to a culture of ownership: when something breaks, we fix it.

Role-specific responsibilities:

• Support clients through the onboarding process, from contract signature through to a go-live status and handoff to Customer Success & Account Management.
• Understand the differences between our platform requirements and capabilities and align this with the specific compliance requirements for the client.
• Communicate and document the necessary onboarding requirements of each client and provide an onboarding plan on this basis.
• Maintain up-to-date records of client onboarding progress via our internal CRM.
• Deliver training sessions for clients appropriate to their needs; understand how different channels (such as email, social media and SMS archiving) are managed during the onboarding process and communicate clearly with the customer.
• Walk clients through use-case queries and communicate efficiently during problem-solving scenarios.
• Proactively assess and validate client needs on an ongoing basis, evolving our knowledge of our clients and communicating this internally to your peers and superiors.
• Contribute to process improvements and documentation to continuously enhance the onboarding experience.

What You'll Need

• 2+ years of experience in SaaS customer onboarding, implementation or technical account management.
• Proven ability to manage multiple concurrent projects while maintaining quality and meeting deadlines.
• Strong judgment in high-stakes environments where trust matters (regulated, risk-sensitive, security-oriented, or mission-critical contexts are a plus).
• Excellent written and verbal communication skills with the ability to translate technical requirements into clear, actionable plans for both technical and non-technical audiences.
• Experience creating and executing implementation plans, including requirements gathering and stakeholder coordination.
• Demonstrated organizational skills with self-discipline and motivation on performance-related targets. Desire to learn and grow in your role.
• Bias to action and follow-through: you don't let important work stall.

Nice to have:

• Proficiency with CRM platforms (Salesforce, HubSpot or similar) for tracking client progress.
• Experience in regulated financial services (SEC/FINRA), compliance, risk, governance, or adjacent domains.
• Experience managing complex, multi-stakeholder implementations for enterprise organizations

How We Work (What Candidates Should Expect)

• Regulated reality, not hype: our buyers can't afford AI mistakes. We build AI that's explainable and defensible.
• Human accountability wins: AI doesn't replace supervisionit makes supervision scalable and auditable.
• Signal over noise: we focus human effort on what matters, internally and for customers.
• Fast pace, high standards: we move quickly because the market demands it, and we hold the bar because trust demands it.
• Ownership culture: we value people who take responsibility, drive clarity, and close loops.
• One team across Austin + Manchester: we collaborate well across time zones and operate like adults.