Onboarding Coordinator (Contract)

Responsibilities

• Own outreach and follow-up for all customers requiring payment gateway setup or migration
• Contact new customers within 24 hours of sale close based on Slack assignment channel alerts
• Identify and engage the correct payment decision-maker - typically the controller or accounting lead
• Explain why payment setup is business-critical and how it impacts launch readiness, billing, and speed to first order
• Guide customers through supported gateway options and migration steps using approved resources
• Help customers gather required business and owner information for gateway applications
• Confirm when credentials are entered, integration is complete, and testing can proceed
• Welcome dealers, explain the customer journey, and drive completion of pre-kickoff items (payment gateway, billing method, platform login, user creation, shipping integration guidance)
• Recommend RP Shipping first; support customers who choose their own carrier integrations
• For applicable plans, support early coordination for eBay seller account setup
• Make phone outreach first, followed by email; attempt up to 4 times across a 7-day window; leave voicemail when calls go unanswered
• Update Slack thread and tag sales contact if customer is disengaged after required attempts
• Log all calls, voicemails, and emails in Salesforce per current process standards (effective May 20, 2025)
• Identify CID and create users in Manage at manage.revolutionparts.com
• Cook same-day IM handoff through the current assignment process
• Surface risks early: missing controllers, stalled verifications, restricted merchant accounts, unclear ownership

Requirements

• Experience in customer-facing operations: onboarding, customer success, implementation coordination, account coordination, or a comparable role
• Comfortable making outbound calls at volume and following up via email to reinforce urgency
• Salesforce or comparable CRM experience - understands why accurate activity logging matters
• Strong documentation habits: logs calls, notes, blockers, decisions, and next steps without being told
• Ability to manage a queue of active accounts simultaneously without dropping threads
• Highly comfortable discussing payment setup, billing readiness, and operational dependencies with non-technical dealership stakeholders