Implementation/Onboarding Specialist (SaaS)

Description

Implementation Onboarding Specialist, you will play a key role in setting up new customers for long-term success by guiding them through the initial phases of adopting our SaaS product. Your responsibilities will involve managing the onboarding process, ensuring that customers are fully trained, and that their implementation aligns with their goals. The ideal candidate has a passion for helping customers, a strong technical aptitude, and excellent communication skills. While Onboarding/Implementation Specialist typically work in an office setting, they often travel to conduct meetings and demonstrations for clients.

To be successful in this role, you will need to be highly organized, self-motivated, able to work on tight deadlines, be competent in using Microsoft Office applications such as Word and Excel, and have exceptional verbal, written, and presentation skills.

Responsibilities:

• Manage and coordinate the onboarding  process for new customers from start to finish, ensuring a seamless experience.   This includes initial setup, data import, and configuration based on customer requirements.
• Conduct training sessions to educate customers on product features, best practices, and usage strategies to maximize product adoption and ROI.
• Collaborate with customers to understand their business goals and map out an implementation plan to ensure our SaaS  solution meets their needs.
• Provide customers with relevant resources, documentation, and support materials to foster self-sufficiency and better user experience.
• Work closely with the Support and Product teams to resolve customer issues during onboarding, escalating when necessary, and ensuring timely follow-up.
• Track customer onboarding progress, product adoption, and satisfaction metrics; report findings to the team to drive continuous improvement.
• Collect and communicate customer feedback to internal teams, especially the Product and Customer Success teams, to      inform product improvements and feature requests.
• Partner with Sales, Customer Success, and Product teams to facilitate smooth transitions and improve overall customer experience.
• Develop and refine onboarding documentation, training materials, and processes to enhance the onboarding experience.

Requirements

• 2 years in a customer-facing role, preferably in SaaS onboarding, customer success, or support.
• Experience with SaaS platforms and an ability to quickly learn and explain complex software.
• A strong desire to help customers achieve success and the ability to handle challenging situations with empathy and professionalism.
• Ability to manage multiple onboarding projects simultaneously with excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Resourceful, solution-oriented approach to addressing customer issues during the onboarding process.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, ChurnZero, Zoho) and project management software (e.g., Jira, Asana) is a plus.

Education and Experience: 

• Bachelor’s degree in business, Communications, Information  Technology, or related field.
• Experience with training or creating customer resources, such as  help articles and training videos.
• Familiarity with Agile/Scrum methodologies.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Willing and able to travel to client locations.
• A valid driver’s license and good driving record.

Benefits:

• Comprehensive Benefits (health, dental, vision, and retirement plans)
• Competitive Salary
• Innovative Environment