Senior Onboarding Specialist

Senior Onboarding Specialist, Customer Success Team Location: Las Vegas, NV – Hybrid work model (4 days onsite, 1 remote). Working hours: 7:30 AM – 4:30 PM PT, Monday through Friday. Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer. Responsibilities Own the end-to-end onboarding experience for complex, high-priority, or enterprise-level advisor clients, from kickoff through full platform activation. Design, deliver, and continuously refine structured onboarding programs, training curricula, and client-facing resources. Act as a senior platform subject matter expert, providing in-depth guidance on RPAG features, workflows, and best practices. Develop a deep understanding of each client’s business model and goals, and tailor the onboarding experience accordingly to drive meaningful adoption. Monitor and analyze client adoption and engagement data; proactively identify risk and develop mitigation strategies to ensure successful platform utilization. Mentor and support junior Onboarding Specialists, serving as a resource for escalated questions and providing coaching on best practices. Lead the development and maintenance of onboarding playbooks, scalable training materials, and knowledge base content. Collaborate cross-functionally with Sales, Product, Marketing, and Customer Support to align on client messaging, drive feedback loops, and improve the overall client experience. Represent the onboarding team in product roadmap discussions, contributing the client perspective to feature prioritization. Maintain accurate and detailed records of client engagement and onboarding progress in Salesforce. Travel to client sites, company events, and industry conferences to deliver training and deepen relationships (travel expected approximately 4–6 weeks per year). Complete other related duties as assigned. Qualifications & Experience Bachelor’s degree and 5+ years of experience in client onboarding, customer success, training, or a related client-facing discipline, preferably in financial services, fintech, or SaaS. Demonstrated track record of managing complex, high-value client relationships and delivering measurable adoption outcomes. Experience with adult learning principles, instructional design, or formal training program development. Deep familiarity with the retirement planning or wealth management industry strongly preferred. Exceptional presentation, facilitation, and communication skills; able to engage and influence audiences ranging from end users to C‑suite stakeholders. Experience working cross-functionally and influencing without direct authority.Li> Proficient in Salesforce or comparable CRM; experience with LMS or digital training platforms is a plus. Strong analytical mindset with the ability to interpret adoption data and translate insights into action. Experience mentoring or informally leading peers; prior team lead or senior individual contributor experience preferred. Highly organized, self‑directed, and comfortable operating with independence in a fast‑paced environment. Ability to thrive in a fast‑paced, dynamic environment and manage multiple priorities effectively. Comfortable navigating ambiguity. Entrepreneurial mindset to bring best practice ideas to the team. Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration. Benefits Competitive compensation package. Group medical, dental, and vision insurance. Employer‑paid life and disability insurance. Annual well‑being stipend. Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model. Equal Employment Opportunity Policy Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non‑merit factor. Accommodation Statement Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: View email address on click.appcast.io. #J-18808-Ljbffr Medium