Onboarding Specialist

Job Description

Job Description

Full Time

Hybrid - 2 days on-site/ Kirkland

Salary: $70-75K

Remote/ Hybrid Bellevue, WA

The Onboarding Specialist is responsible for managing the onboarding program for new Formations customers. This role includes customer outreach, hosting milestone meetings, delivering Formations content, demoing the Formations solution and training new customers on how to use it, coordinating customer interactions with other internal teams, documenting customer information, and communicating with internal stakeholders that facilitate customer progress. The Onboarding Specialist will provide education, deliver an excellent first experience with Formations, and drive customers to complete their onboarding tasks.

Skills and Traits:

• You have in-person and remote training, onboarding, and/or implementation experience.
• You are comfortable in an environment where priority and urgency shifts.
• You value clear, concise, and process-driven communication (both in writing and spoken).
• You are dedicated to helping customers actualize value in the service and solution we provide.
• You are a life-long learner and approach each day with a growth mindset.
• You enjoy problem solving.
• You are naturally curious and a self-starter.
• You have an interest and ability to learn new technical programs.
• You demonstrate active listening and can effectively use questioning to uncover necessary information.
• You are comfortable developing and fostering relationships over a 15–60 day period and transitioning those relationships to long-term adoption partners in Customer Success.
• You have a natural tendency to be an advocate for both self and others.
• You believe in teamwork, being a team player, and prioritizing team over self.

Nice to Have Experience:

• Entry-level knowledge of business and tax structures.
• Experience working remotely and hybrid.
• Adaptable knowledge of CRM (Customer Relationship Management) databases.
• Previous experience at early-stage startups and/or experience with technology solutions.

Responsibilities:

• Manage all configuration/onboarding milestones, including cross-department transition meetings, Formations Platform creation, Kickoff Call, Bank Connection, Reasonable Compensation, and Payroll Planning discovery.
• Navigate the customer Onboarding experience to meet and/or exceed departmental goals.
• Utilize a CRM for managing customer information, tasks, and communication.
• Set expectations by developing and communicating the implementation project timeline, methods, and process.
• Advocate customer needs/issues cross-departmentally.

Qualifications:

• 2+ years in onboarding, implementation, or training.
• Maturing customer and project management skills.
• Impeccable written and verbal communication skills.
• Detail-oriented and process-driven.
• An adaptable team player who thrives in a multi-tasking environment and can adjust priorities on the fly.
• Experience with Microsoft Office Products.
• Comfortable using and learning new technologies.
• CRM experience (or something similar) strongly preferred.