Customer Onboarding Specialist

Customer Onboarding Execution

- Own onboarding for assigned new customers from kickoff to go-live
- Conduct structured onboarding sessions including:
- Drive customers to predefined onboarding milestones:
- Ensure onboarding completion within defined SLA

Time-to-Value & Adoption Focus

- Guide customers to their “first value moment” quickly
- Track onboarding success metrics:
- Identify early adoption risks

Technical & Functional Guidance (Lightweight)

- Assist with standard setup scenarios:
- Troubleshoot common onboarding blockers using KBs and internal guides
- Escalate non-standard or complex setups

Stakeholder Communication & Coordination

- Act as the single point of contact during onboarding
- Maintain accurate onboarding notes in CRM / CS platform
- Coordinate handoff to CSM

Process Adherence & Continuous Feedback

- Follow standardized onboarding playbooks, checklists, and templates
- Log customer feedback and common friction points
- Participate in onboarding retros and enablement sessions

What We’re Looking For

- Min 3 years experience in:
- SaaS onboarding
- Implementation
- Customer support or technical CSM roles
- Strong call facilitation and customer communication skills
- Advanced technical comfort
- High process discipline and follow-through
- Ability to manage high-volume, repeatable onboarding motions
- Solid understanding of the SaaS application lifecycle, especially the onboarding and implementation phases.
- Familiarity with RMM & PSA related platforms is a strong advantage.
- Ability to problem-solve technical issues with customer systems