Onboarding Specialist – SMB
Job Description
- Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination
- Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common
- Implement scheduling tools and CRM. This includes integration, configuration, training and enablement.
- Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive support
- Troubleshoot technical issues and coordinate timely updates to live configurations as needed
- Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experience
- Own the free trial to paid conversion process to ensure customer adoption
- Seeks out new knowledge and approaches problems with a mindset of exploration in regards 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 (e.g., 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 - you anticipate needs and take initiative
- Experience with KPIs, including Time to Live and Time to Onboarding Complete
- Experience with a CRM such as Hubspot, Salesforce, etc…
- Experience onboarding and training on multiple products or modules
- Nice-to-Have
- Experience with templated content platforms, CMS tools, or WYSIWYG editing
- Exposure to scheduling or CRM tools
- Comfort with technical troubleshooting or support escalation workflows
- Experience with a high-volume environment and short onboarding cycles.
- Experience onboarding low-tech customers Benefits
- 100% remote work environment
- Medical, Dental and Vision insurance within 30 days
- 100% employer-paid medical insurance
- Equity package
- Flexible PTO with 15 days minimum
- Generous Parental Leave
- FSA and HSA options
- 401(k)
- Growth & Wellness Stipend
- WFH Equipment
- Chance to work with the latest technology
- A collaborative, high ownership culture
- Opportunities for development and career growth Apply tot his job Apply To this Job
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