Onboarding Specialist

Onboarding Specialist

Recura, now a part of PatientNow, is an AI startup building automated sales and marketing for cash-based medical clinics. Our customers are majority women-owned businesses and rely on us to deliver intelligent, reliable AI experiences that drive revenue and growth and serve their customers.

The Onboarding Specialist is responsible for leading customers through the setup and configuration of our AI receptionist solution. This includes managing onboarding timelines, configuring integrations, training end users, and ensuring a seamless transition to our platform.

You'll serve as the main point of contact for new customers during the implementation phase, ensuring they understand how to use and gain value from our system while collaborating internally with Sales, Product, and Support teams to ensure success.

This role will be required to be in-office at our Brooklyn, NY location.

Essential Duties and Responsibilities

• Lead new customer onboarding from kickoff through go-live and handoff to Customer Success, ensuring all technical and operational milestones are achieved.
• Configure customer accounts, settings, and integrations (e.g., scheduling tools, CRMs, VoIP systems, EMRs).
• Manage project timelines and communicate progress clearly with stakeholders.
• Conduct discovery sessions to understand client workflows and design optimized AI receptionist configurations.

Training & Enablement

• Deliver live and recorded training sessions to customers and their staff on system functionality, AI assistant management, and best practices.
• Assist in refining onboarding documentation, user guides, and video tutorials to support product adoption.
• Help customers interpret AI performance data and make adjustments to improve automation accuracy and efficiency.

Technical Implementation

• Collaborate with product and engineering teams to troubleshoot setup issues or configurations.
• Assist with data imports, workflow mapping, and API-based integrations when needed.
• Monitor system performance during the onboarding period and ensure successful customer handoff to the Customer Success or Support team.

Process Improvement

• Continuously refine onboarding processes to improve efficiency, scalability, and customer satisfaction.
• Collect feedback from customers to inform product development and improve implementation workflows.

Competencies

• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
• Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

• 2–4 years of experience in SaaS onboarding, implementation, or customer success roles
• Strong technical and analytical skills — able to configure and troubleshoot SaaS platforms and integrations
• Excellent written and verbal communication abilities with a customer-first mindset
• Experience managing multiple onboarding projects simultaneously
• Familiarity with CRM, scheduling, or communication tools (e.g., HubSpot, Salesforce, Calendly, Twilio, Zoom, Slack, etc.)
• Highly organized with strong project management skills
• Technically curious and quick to learn new software
• Empathetic communicator who can translate technical jargon into business outcomes
• Proactive problem-solver who takes ownership of the customer journey
• Collaborative mindset — able to work cross-functionally with product, sales, and support teams
• Experience working with AI-based software or automated customer communication tools, preferred.
• Understanding of API integrations, webhooks, and data mapping concepts, preferred.
• Experience in a startup or fast-paced SaaS environment where adaptability is key, preferred.
• Background in industries such as healthcare, legal, or professional services (ideal but not required)

Performance Metrics

• Time-to-launch (onboarding duration)
• Customer satisfaction (CSAT/NPS) during onboarding
• Product adoption rates within first 90 days
• Retention and expansion rate of onboarded accounts
• Onboarding process completion rate

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.