Onboarding Specialist

Job Summary

The Onboarding Specialist owns assigned customer onboarding journeys from Sales handoff through Go-Live, serving as the primary point of contact throughout the process. This position guides customers through setup, configuration, training, and other onboarding activities while managing timelines, coordinating internal resources, and ensuring customers are prepared for a successful Go-Live. Success in this role requires strong communication, organization, problem-solving skills, and the ability to proactively manage customer relationships and competing priorities.

Key Responsibilities

• Own assigned customer onboarding journeys from Sales handoff through Go-Live, serving as the primary point of contact and providing clear, proactive communication around expectations, responsibilities, timelines, and next steps.
• Review Sales handoff information and customer readiness before onboarding begins and identify missing information, unclear expectations, or potential risks.
• Guide customers through required setup, configuration, pricing, integrations, training, and other onboarding activities.
• Educate customers on Pricebook Digital products, workflows, and best practices so they are prepared to successfully use the product after Go-Live.
• Maintain accurate onboarding stages, milestones, customer information, notes, tasks, delays, and outcomes in HubSpot and other approved systems.
• Proactively manage assigned onboarding timelines, follow up on outstanding customer or internal requirements, and identify stalled, delayed, high-impact, or complex onboardings for appropriate escalation.
• Troubleshoot onboarding issues and coordinate with Support, Product, Development, Sales, or other teams when additional assistance is required.
• Ensure customers meet established readiness and Go-Live criteria before completing onboarding.
• Complete a clear and consistent handoff to Customer Success at Go-Live, including relevant customer context, risks, goals, outstanding items, and opportunities.
• Follow established onboarding processes, service expectations, documentation standards, templates, and best practices.
• Maintain strong product knowledge and stay current on releases, integrations, processes, and customer workflows.
• Participate in training, coaching, quality reviews, and ongoing professional development.
• Identify recurring onboarding challenges, Sales expectation gaps, customer friction, process inefficiencies, and product issues and recommend improvements to the onboarding experience, team efficiency, internal processes, and customer resources.
• Participate in onboarding improvement projects, cross-functional initiatives, product testing, UAT, beta testing, and release-readiness activities as appropriate.
• Contribute to onboarding documentation, templates, training resources, FAQs, SOPs, and customer-facing materials.
• Partner effectively with Sales, Customer Success, Support, Product, Development, and other teams throughout the customer journey.
• Meet established expectations for onboarding quality, productivity, documentation, customer experience, timeline management, and successful Go-Live.

Qualifications

• 1–3 years of experience in customer onboarding, implementation, customer success, account coordination, project coordination, or a related customer-facing role.
• Experience managing customer relationships, timelines, tasks, or projects through completion.
• Strong written and verbal communication skills with a customer-focused approach.
• Strong organizational skills and attention to detail, with the ability to manage multiple customer onboardings and competing priorities.
• Comfortable learning SaaS products, workflows, integrations, and new technologies.
• Experience using a CRM or customer management system such as HubSpot, Salesforce, or similar.
• Ability to identify issues, follow established processes, and know when to escalate.
• Ability to work effectively with customers and cross-functional teams.
• SaaS, HVAC, distribution, sales enablement, or related industry experience is a plus.

Skills

• Strong customer communication and relationship-building
• Organization and attention to detail
• Proactive follow-through and timeline management
• Clear and confident written and verbal communication
• Problem-solving and troubleshooting
• Ability to manage multiple priorities and customer timelines
• Strong task ownership and accountability
• Ability to coordinate effectively across teams
• Customer empathy and patience
• Adaptability and willingness to learn
• Ability to recognize issues and escalate appropriately
• Collaborative and solutions-oriented mindset

We Offer

• Base Salary
• Remote Work - work from home/work anywhere.
• Reimbursement for all travel expenses
• Health Benefits, HSA, 15 days paid vacation / sick leave / holidays, 401K
• Career development opportunities

Equal Opportunity Employer

Pricebook Digital does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. We are an equal-opportunity employer, and we celebrate the diversity that each employee brings to the table. We value the convergence of fresh, unique perspectives and experiences from all walks of life and believe that makes us stronger as a company.

About Pricebook Digital

Pricebook Digital is a growing Technology/SaaS company providing top-rated sales and pricing products and services to the HVAC industry. Our products are used by dealers, distributors and manufacturers across the industry to sell more efficiently and with better results. We also provide data management services to the industry, and work closely with manufacturers and distributors to expand market reach and improve dealer performance through a unified sales enablement platform.