Onboarding Specialist

About the Role

Boardable is seeking an Onboarding Specialist to guide new customers through a successful onboarding experience and help them feel confident using Boardable from the start.

This highly customer-facing role will support multiple onboarding paths based on each customer's needs and purchased services. The Onboarding Specialist will deliver scalable Foundations onboarding through live webinars, provide dedicated one-to-one onboarding for customers who purchase Onboarding Services, and coordinate more complex implementations that include data migration.

As one of the first customer-facing partners customers work with after purchasing Boardable, the Onboarding Specialist will also play an important role in understanding each organization’s broader needs. Through thoughtful discovery and active listening, this person will help customers identify how they can get the most value from Boardable while surfacing potential expansion opportunities for Account Managers to nurture.

The ideal candidate is an engaging trainer, strong project manager, and consultative customer partner who can manage a high volume of customers while providing a consistent and effective onboarding experience.

What You'll Do

• Guide new customers through their onboarding journey from initial handoff through successful launch

• Deliver Boardable's Foundations onboarding program through live, one-to-many Admin and Board Member training webinars

• Facilitate engaging training sessions that help customers understand Boardable, build confidence in the platform, and prepare for successful adoption

• Deliver dedicated one-to-one Onboarding Services for customers who purchase additional onboarding support

• Lead Boardable's six-step Onboarding Services process, including kickoff, Admin Training, Board Training, first meeting preparation, first meeting support, and post-launch review

• Develop a clear understanding of each customer’s goals, use cases, workflows, and organizational needs to guide their onboarding experience and recommend how they can best utilize Boardable

• Listen for additional customer needs and identify potential opportunities for increased users, additional functionality, feature or package upgrades, and other expansion opportunities

• Document and communicate identified opportunities to the appropriate Account Manager for continued discovery, nurturing, and commercial follow-up

• Manage multiple customer onboarding engagements simultaneously while maintaining clear timelines, milestones, communication, and expectations

• Support more complex implementations that include Data Migration Services for customers transitioning historical records from another platform to Boardable

• Serve as the project manager for data migration engagements, coordinating requirements, timelines, customer communication, and handoffs between the customer and Boardable's Product and Engineering teams

• Ensure customers are prepared for launch and have the knowledge, resources, and platform setup needed to successfully adopt Boardable

• Partner closely with Account Management, Sales, Support, Product, and Engineering to provide a seamless transition throughout the onboarding process

• Maintain accurate documentation of onboarding progress, customer needs, risks, opportunities, and next steps

• Identify onboarding challenges and opportunities and provide feedback to help Boardable continuously improve the customer onboarding experience

What We're Looking For

• 2 to 4+ years of experience in SaaS onboarding, implementation, customer success, training, project management, or a related customer-facing role

• Experience managing multiple customer onboarding or implementation projects simultaneously

• Strong presentation and facilitation skills with the ability to lead both one-to-one and one-to-many customer training

• A consultative approach to customer conversations with strong discovery, active listening, and needs identification skills

• Ability to understand customer goals and workflows and connect those needs to opportunities for greater adoption and value from Boardable

• Commercial awareness and the ability to recognize potential expansion opportunities and effectively transition them to Account Management

• Excellent project management, organization, and follow-through

• Ability to build customer confidence and simplify complex concepts for audiences with varying levels of technical experience

• Strong technical aptitude and comfort working with data migrations, file structures, data mapping, integrations, or similar technical projects

• Confidence coordinating cross-functional projects involving Product and Engineering

• Strong written and verbal communication skills

• Ability to manage a high volume of customers while providing a consistent, organized, and high-quality onboarding experience

• Collaborative mindset and ability to work effectively across Sales, Account Management, Support, Product, and Engineering

How Success Will Be Measured

Success in this role will be measured by the quality, efficiency, and effectiveness of the customer onboarding experience, including:

• Time to launch and onboarding completion

• Customer participation and completion of onboarding milestones

• Customer satisfaction with the onboarding experience

• Successful delivery of Foundations and dedicated Onboarding Services

• Quality and timeliness of data migration projects

• Customer readiness and adoption at launch

• Identification and successful handoff of qualified expansion opportunities to Account Management

• Onboarding capacity and ability to successfully manage multiple concurrent engagements

• Consistency and quality of the overall onboarding experience