Customer Intake Specialist

Who We Are Looking For

The CustomerIntakeSpecialist plays a key role in delivering smooth, professional, and client-centered onboarding experience for new security engagements. This position supports the successful transition frominitialservice requestto service delivery by coordinating intake activities,gatheringand documenting client requirements, and ensuring clear communication across internal teams. The Specialist acts as a trusted partner to clients and internal stakeholders, helping set the foundation for long-term client satisfaction and operational success.

What You Will Work On

Client Onboarding & Intake

• Serve as a primary point of contact for clients during theinitialservice intake and onboarding phase.
• Support andparticipatein client discovery sessions to gatherobjectives, risks, and service requirements.
• Execute structuredintakeworkflows to ensure alignment across internal teams, including security operations, intelligence, technology, and account management.
• Accurately document client requirements, expectations, and onboarding details within Salesforce and other client management systems.
• Ensure all required intake documentation is complete,accurate, and submittedin a timely manner.

Client Communication & Support

• Maintain consistent, professional communication with clients throughout the onboardingand service deliveryprocess.
• Provide status updates on onboarding milestones and respond to client questions or requests promptly.
• Coordinate internal follow-ups to ensure client needs are addressed efficiently and effectively.

Operational Coordination

• Collaborate with internal teams such as GSOCs, protective services, intelligence, andITproviders to support the transition from onboarding to active service delivery.
• Track onboarding timelines and escalate potential risks, delays, or gaps to leadership as needed.
• Support compliance with company standards, client-specific protocols, and applicable regulatory requirements during onboarding.

Continuous Improvement

• Assistin gathering client feedback following onboarding to helpidentifyopportunities for improvement.
• Contribute to the refinement of onboarding processes, templates, and tools.
• Develop your personal and team knowledge-baseon global security operations to betterassistand adviseclients and supporteffectiveservice delivery.
• Support tracking of onboarding metrics such as time-to-launch, client satisfaction, and handoff effectiveness.

What You Will Bring

• 2-4 years of experience in a client-facing role, preferably withincustomer service,security services, risk management,or a related field
• Strong organizational skills with the ability to manage multiple onboarding activities simultaneously.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Experience using CRM or client management systems (e.g., Salesforce, ticketing platforms).
• Ability to work flexible schedules, including 8-12 hour shifts during days, nights, and weekends.

Desired Qualifications

• Client-focused mindset with a commitment to delivering a positive and consistent experience.
• Detail-oriented and process-driven, with strong follow-through.
• Adaptable and comfortable working in fast-paced, dynamic environments.
• Proactive and solution-oriented, with the ability toidentifyand communicate potential issues early.

Key Attributes

• Client-focused mindset with a commitment to delivering a positive and consistent experience.
• Detail-oriented and process-driven, with strong follow-through.
• Adaptable and comfortable working in fast-paced, dynamic environments
• Proactive and solution-oriented, with the ability to identify and communicate potential issues early.

Success in This Role

A successful Customer Intake Specialist will:

• Establishes a positive first impression, crucial for client retention.
• Ensure new client engagements are onboarded accurately, efficiently, and on schedule.
• Support a smooth and professional handoff fromintaketo operations.
• Contribute to strong client relationships bydemonstratingreliability, responsiveness, and attention to detail.
• Help improve onboarding efficiency and client satisfaction through consistent execution and continuous feedback.