Onboarding Specialist

Job Description

Job Description

We are looking for a highly driven, customer-obsessed Onboarding Specialist to guide new customers through their first 90 days of implementing Alivo, ensuring a fast, seamless onboarding experience, strong product adoption, and long-term success.

This role is critical to our growth. You will be the first impression after a customer signs, owning the relationship from kickoff through go-live and into the first 90 days of using Alivo. Your success will be measured by how quickly customers get live, how effectively they adopt the platform, and how well they retain.

If you thrive in fast-paced environments, love teaching customers, and are excited about working with AI-powered products, this role is for you.

Own the First 90 Days of the Customer Journey

• Handle account setup tailored to unique customer needs
• Train day-to-day users on how to use Alivo effectively
• Act as the primary point of contact for new customers from onboarding to 90-days post go-live

Drive Fast, Efficient Onboarding

• Lead kickoff calls and guide customers through onboarding steps
• Ensure accounts are fully set up, configured, and ready to go live
• Proactively remove blockers (technical, operational, or customer-side delays)
• Maintain urgency and momentum to meet onboarding targets

Train & Enable Customers

• Deliver live training sessions and walkthroughs tailored to customer needs
• Educate customers on best practices to maximize value
• Create and share helpful resources (videos, guides, help desk articles)
• Adapt training based on technical proficiencies of users

Drive Activation & Adoption

• Ensure customers are fully activated (integrations, workflows, usage)
• Monitor early engagement and intervene when adoption is low
• Guide customers to early wins

Collaborate Cross-Functionally

• Partner with the support team for issue resolution
• Provide feedback to the product team on customer pain points and feature gaps
• Ensure smooth transition to Account Manager after 90 days

Requirements

What You Bring

• 2+ years in Customer Success, Onboarding, or Implementation roles with experience in SaaS products
• Proven ability to manage multiple customers and onboarding timelines simultaneously
• Strong ability to simplify complex concepts and train non-technical users
• Experience with AI-powered products or automation tools
• Background in CRM tools, including HubSpot
• Experience with customer data setup
• Experience presenting to customer owners or operators, guiding kickoff and go-live conversations, and delivering day-to-day user training
• Excellent communication skills in business-fluent English, both verbal and written
• Eligible to work in the United States and based in the United States

Who You Are

• Customer-obsessed and deeply curious about user behavior
• Data-driven but capable of making decisions in imperfect conditions
• A strong communicator who can align stakeholders around priorities
• Comfortable balancing strategic thinking with hands-on execution
• Highly organized with strong ownership mentality
• Low-ego, collaborative, and focused on outcomes

Bonus Points For

• Bachelor's degree in any field
• Experience working with SMB or mid-market customers
• Familiarity with trades or home services industries, including roofing, siding, or windows
• Background in phone systems and third-party integrations
• Experience creating training content (videos, guides, onboarding materials)
• Business-fluent Spanish

Benefits

Company Sponsored Insurance Offerings

• Health
• Vision
• Dental

Long Term Financial Benefits

• Employee equity
• 401(k)

Time to Recharge

• Unlimited paid time off
• Paid sick time