Customer Onboarding Leader

About On3.ai

Founded in 2020, On3 is the global leader in frontline knowledge for the construction industry. The On3 platform will be used by frontline workers on-site to build 1 in 7 homes built in America this year.

The construction industry is one of America's most crucial and intricate sectors. Research indicates that building a single home involves over 60,000 potential points of failure and more than 7 million possible products. Despite this complexity, frontline workers who execute this work are largely overlooked by traditional learning management systems (LMS). This disparity is why On3 was created.

On3 leverages cutting-edge AI technology to deliver an award-winning knowledge platform for the construction industry frontline. Our product suite of ‘Ask On3’ (AI chat), ‘On3 Create’ and ‘On3 Learn’ brings a modern knowledge suite to the frontline.

We are seeking a highly motivated and experienced Customer Enablement Leader to join our growing team.

This is a role for someone to take a key leadership role for a high growth leader in education software.

On3 is growing rapidly, adding clients who are among the largest and most influential companies in residential and commercial construction. Our founding team and early employees have successfully onboarded and grown several of these accounts, but we are at a point where we need to establish, document and execute a repeatable process. This role will be responsible for leading the development and implementation of that process, while leading the onboarding of several major clients.

This role is a very important part of the growth team and marries sales, technical and service elements. Initial client agreements will be signed, but the onboarding and first few months as a client are the most important from an adoption and expansion perspective. This role will work in partnership with the growth team and CS leadership, reporting to the CRO.

• This is a working leadership role. As a growth stage company, it is important that all of our leaders can think strategically and do the work of building onboarding plans, coordinating and executing a world class onboarding experience.
• Strategic Onboarding Program Development:
  Design, develop, and continuously refine a comprehensive and scalable customer onboarding program that ensures a positive and efficient experience for all new clients.
• Own the transition process from sales to customer success for the first 90 days.
• Get to understand the business, culture and key performance indicators in each client's business, to enable On3 to be a good business partner and help clients achieve their business goals.
• Process Optimization:
  Identify and implement improvements to the onboarding process, leveraging automation and best practices to enhance efficiency and customer satisfaction.
• Document key processes, checklists and customer resources as it relates to the set up of a customer and new account onboarding.
• Expected to have hands‑on technical knowledge implementation. Proven track record of implementing solutions in the customer environment.
• Ability to discover roadblocks, and overcome challenges through effective communication, and project management practices.
• Cross‑Functional
  
  Collaboration:
  
  Work closely with Sales, Product, Engineering, and Customer Success teams to ensure alignment on customer needs, product capabilities, and successful handoffs.
• Content and Training Development:
  Create and maintain onboarding materials, documentation, and training resources to empower customers to effectively utilize On3.ai's products.
• Team Leadership (if applicable):
  Potentially build and lead a team of Onboarding Specialists as the company scales.

• Prior start‑up experience as a founder or an early employee of a growing software company
• 5+ years of experience in customer success, customer onboarding, implementation, or a related client‑facing role, preferably within a growth stage SaaS or AI‑focused company.
• Proven track record of successfully onboarding complex enterprise clients, keen understanding of buying committees and their orientation to business impact
• Strong project management skills and…