Onboarding Specialist - SMB - Remote

Description:

• Manage end-to-end customer onboarding across multiple products, including outreach, requirements gathering, and setup coordination.
• Tailor and configure customer-facing templates based on client inputs and business goals.
• Implement scheduling tools and CRM setups, including integration, configuration, training, and enablement.
• Serve as the primary point of contact for customers throughout the onboarding journey and provide responsive support.
• Troubleshoot technical issues and coordinate updates to live configurations as needed.
• Collaborate with teammates focused on integrations, scheduling, and CRM setup to deliver a seamless onboarding experience.
• Own the free-trial to paid conversion process to drive customer adoption.
• Help define the onboarding playbook and establish the team’s approach for the new solution.
• Seek out new knowledge and apply an exploratory mindset to AutoOps and Steer products.

Requirements:

• 2+ years of experience in customer onboarding, customer success, or implementation support, ideally in a SaaS or digital tools environment.
• Experience managing a client-facing product or tool on behalf of customers, such as configuring, launching, or supporting a templated platform, dashboard, or embedded experience.
• Strong communication skills.
• Customer-first mindset.
• Ability to manage multiple onboarding projects at once with strong organization and follow-through.
• Proactive, resourceful, and ownership-driven approach.
• Experience with KPIs such as Time to Live and Time to Onboarding Complete.
• Experience with a CRM such as HubSpot, Salesforce, or similar tools.
• Experience onboarding and training on multiple products or modules.
• Experience with templated content platforms, CMS tools, or WYSIWYG editing is preferred.
• Exposure to scheduling or CRM tools is preferred.
• Comfort with technical troubleshooting or support escalation workflows is preferred.
• Experience in a high-volume environment with short onboarding cycles is preferred.
• Experience onboarding low-tech customers is preferred.

Benefits:

• 100% remote work environment.
• Medical, dental, and vision insurance within 30 days.
• 100% employer-paid medical insurance.
• Equity package.
• Flexible PTO with a 15-day minimum.
• Generous parental leave.
• FSA and HSA options.
• 401(k) retirement plan.
• Growth and wellness stipend.
• WFH equipment provided.
• Opportunities for development and career growth.

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