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

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