Onboarding Specialist - Level I

Title: Onboarding Specialist - Level I (Remote) Location: Indianapolis, United States Department: 40-Customer Support Job Description: About AlignOps AlignOps is a rapidly growing technology provider that serves the construction industry. We are made up of individuals who share a common commitment to innovation, creativity, integrity, and delivery beyond our customers’ expectations. AlignOps delivers operational tools to scale and grow the construction business. With powerful solutions configurable to meet our customers' unique needs, AlignOps powers construction operations to increase productivity, improve safety, and deliver more profitable projects. As a technology partner, we transform operational data into a strategic asset that provides the visibility and control to make informed decisions that yield tangible results. We seek talented individuals who thrive in a dynamic, challenging, and rewarding work environment and emulate humility, drive, transparency, and customer service in everything they do.

Job Description

The Onboarding Specialist - Level I serves as the primary liaison for new customers, managing multiple concurrent onboarding projects to ensure seamless implementation and adoption of AlignOps solutions. This role strategically guides customers through technical integrations, fosters trusted relationships, and continuously improves the onboarding experience.

Responsibilities

• Lead onboarding projects for a defined portfolio of customers, acting as the main point of contact to drive successful implementation and adoption.
• Facilitate the strategic deployment of AlignOps products, including leading the implementation of standard integrations tailored to the customer’s specific business needs.
• Provide role-based product consulting and customized support to administrators, supervisors, and employees for effective software utilization.
• Proactively resolve customer challenges, addressing technical and onboarding issues with clear, empathetic, and professional communication.
• Cultivate trusted relationships with customers through reliable, authentic, and results-oriented interactions.
• Ensure timely and effective rollout of software solutions, aligning with customer expectations and business objectives.
• Identify and escalate critical or high-priority issues, resolving them efficiently while maintaining customer trust and satisfaction.
• Partner with customers to understand their goals and objectives, aligning them with product features to maximize outcomes.
• Create, update, and refine onboarding resources, including technical documentation and training materials, to improve the onboarding experience for all users.
• Collaborate with cross-functional teams, including Product, Sales, and Support, to enhance customer and employee experiences through continuous feedback and process improvement.
• Monitor and document onboarding progress to provide consistent and scalable customer experiences.
• Contribute to process improvements, leveraging insights from customer interactions to recommend enhancements to onboarding workflows.
• Participate in team projects and initiatives to advance the onboarding program's efficiency and effectiveness.
• Occasional travel may be required to represent the company in client engagements, attend industry conferences, or lead project-related activities, ensuring alignment with business objectives and fostering strategic relationships.
• Other duties as assigned

Qualifications

• A bachelor’s degree in business, project management, or a related field is preferred; a high school diploma or equivalency is required.
• 1+ years of experience in client-facing roles, project management, or onboarding. Experience in customer service or software implementation is a strong plus.
• Demonstrated ability to manage multiple concurrent projects with varying priorities and timelines independently.
• Proven experience in leading product consulting initiatives, such as virtual or in-person sessions, to guide users through technical solutions.
• Exceptional communication and interpersonal skills with the ability to simplify complex solutions and resolve conflicts empathetically and effectively.
• Strong problem-solving and technical aptitude for identifying, addressing, and resolving customer challenges, including time-sensitive or high-priority issues.
• Experience creating and maintaining comprehensive documentation to support scalable onboarding processes and a positive customer experience.
• Proficiency in business productivity tools such as Google Workspace or Microsoft Office Suite, focusing on project tracking and documentation.
• Detail-oriented and process-driven mindset, able to contribute to continuous improvement initiatives.
• Bonus: Familiarity with Salesforce or other CRM tools.

This is a full-time remote position located in the United States. Employees hired within a designated radius of the office are expected to work on-site according to a schedule set by management based on the requirements of their role. Benefits & Compensation

• The US base salary range for this full-time position is $55,000-$65,000. Our salary ranges are determined by role, level, and location.
• The AlignOps benefit program includes health, dental, and vision coverage. In addition, the company offers disability, life insurance, PTO, and a 401(k) plan.

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