Onboarding Specialist I

Job Description:

• Manage customer onboarding projects from kickoff through activation using established onboarding processes and implementation standards.
• Serve as the primary customer contact throughout onboarding, maintaining consistent communication and strong customer experience standards.
• Coordinate onboarding project plans, timelines, milestones, and customer deliverables.
• Help maintain customer momentum by following up on action items, reinforcing timelines, and driving milestone completion.
• Track onboarding progress and maintain accurate project documentation across Salesforce, GuideCX, and operational systems.
• Support onboarding quality by coordinating configuration tasks, data collection, testing activities, and launch readiness preparation.
• Identify project risks, delays, or blockers early and escalate concerns appropriately.
• Partner cross-functionally with Sales, Product, Engineering, Data Migration, Support, Education, and Customer Success teams to help resolve customer needs and onboarding dependencies.
• Maintain strong organizational discipline across a portfolio of onboarding projects while balancing competing priorities.
• Contribute ideas and feedback to improve onboarding processes, customer experience, and operational efficiency.
• Participate in onboarding enablement, coaching, and continuous learning opportunities.

Requirements:

• 1–3 years of experience in customer onboarding, project coordination, implementation, customer success, or account management roles.
• Strong organizational and time management skills with attention to detail.
• Ability to manage multiple projects and competing priorities simultaneously.
• Strong written and verbal communication skills.
• Ability to build customer relationships while maintaining professionalism and accountability.
• Comfortable working within structured processes, timelines, and operational expectations.
• Strong follow-through and ownership mindset.
• Ability to identify problems, ask questions, and escalate issues appropriately.
• Technical aptitude and ability to learn SaaS onboarding workflows, system configurations, and operational processes.
• Willingness to learn and develop project management, customer management, and onboarding expertise.

Benefits:

• 401(k) match plus dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Fully remote work with monthly work from home stipend.
• Family planning resources and specialized support programs.
• Equity participation.

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