Onboarding Specialist

Lead structured customer onboarding and readiness-review sessions. Guide customers through core account setup, user activation, system connections, workflows, and automations. Help customers use approved self-service resources to complete onboarding tasks independently. Monitor onboarding progress, reinforce milestones, and address standard technical questions. Troubleshoot common setup and integration issues, escalating complex matters through established support channels. Maintain accurate implementation notes, milestones, risks, and status updates in internal systems. Coordinate clear, timely handoffs to Customer Success. Follow established onboarding playbooks while identifying opportunities to improve consistency and efficiency. Must Haves: Two or more years of experience in SaaS onboarding, CRM implementation, technical support, customer enablement, or a related role. Working knowledge of CRM concepts, including users, stages, workflows, automations, lead routing, and integrations. Experience with Follow Up Boss or a similar CRM platform such as Salesforce, HubSpot, or Zoho. Gainsight. Strong customer-facing communication and facilitation skills. Ability to explain technical concepts clearly to users with varying levels of experience. Strong organization and follow-through across multiple concurrent customer engagements. Comfort working within standardized processes, documentation requirements, and escalation procedures. Customer-first judgment, patience, adaptability, and attention to detail. This Level II role requires 3-5 years of experience supporting SaaS onboarding, CRM implementations, technical support, or customer enablement functions. Candidates should have experience with CRM platforms such as Follow Up Boss, Salesforce, HubSpot, or Zoho, along with Gainsight experience and strong communication skills. The team operates in a fast-paced, high-volume Customer Success environment focused on technical integrations, business process enablement, customer training, and onboarding readiness. Successful candidates will demonstrate a consumer and partner-first mindset, strong ownership and accountability, attention to detail, adaptability, and the ability to collaborate effectively across Sales, Customer Success, Support, and Product teams. Contractors will follow the same training and processes as full-time team members and are expected to thrive in a remote, SOP-driven environment while identifying opportunities for continuous improvement. Benefits packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law. #J-18808-Ljbffr Insight Global