Customer Onboarding Specialist

Customer Onboarding Specialist

Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space? At Informa TechTarget, you'll collaborate and grow alongside some of the industry's most respected experts. You'll work with leading brands and be exposed to world-shaping innovations. You'll apply your energy and intellect to helping clients be faster to market and faster to revenue.

We're a vibrant community of world-class practitioners – over 2000 colleagues strong – with offices in 19 locations around the world. We're traded on Nasdaq and also part of Informa PLC, a global leader in business-to-business events, digital services, and academic research in the FTSE 100.

Informa TechTarget (Nasdaq: TTGT) informs, influences and connects the world's technology buyers and sellers, to accelerate growth from R&D to ROI. With an unparalleled reach of over 220 highly targeted technology-specific websites and more than 50 million permissioned first-party audience members, Informa TechTarget has a unique understanding of and insight into technology markets.

Underpinned by those audiences and their data, we offer expert-led, data-driven, and digitally enabled services that deliver significant impact and measurable outcomes to our clients. We provide our customers with:

• Trusted information that shapes the industry and informs investment
• Intelligence and advice that guides and influences strategy
• Advertising that grows reputation and establishes thought leadership
• Custom content that engages and prompts action
• Intent and demand generation that more precisely targets and converts

Our organization is committed to sustainability, diversity, wellbeing, and ethical working practices.

This role is based in our Newton, MA office. We are seeking a Customer Onboarding Specialist who will be responsible for delivering a seamless onboarding experience for customers on our BrightTALK and Portal platforms. The Onboarding Specialist will own the critical transition from contract signature to platform adoption, ensuring customers are trained, configured, and ready to achieve their business goals.

The Onboarding Specialist will serve as the primary point of contact during onboarding, guiding customers through setup and training while coordinating with Sales, Campaign Management, Product, Support, and Delivery teams. This role builds early customer confidence, reduces time-to-value, and ensures a smooth handoff to ongoing support. Key responsibilities include:

• Own the end-to-end onboarding experience for subscription customers from contract signature through completion
• Serve as the primary customer contact during onboarding, connecting customers to resources and support teams
• Send welcome communications and provide "What to Expect" documentation and self-service resources
• Schedule and lead kickoff calls to confirm goals, timelines, and success criteria
• Deliver platform training, product walkthroughs, and best-practice guidance
• Coordinate integration setup with internal technical and support teams
• Lead internal onboarding coordination across Sales, Campaign Management, Product, Support, and Delivery
• Track onboarding progress, manage risks, and ensure timely issue resolution
• Maintain accurate onboarding status and customer sentiment updates in internal systems
• Confirm customer readiness and transition customers to ongoing support
• Provide feedback to improve onboarding processes and documentation

Qualifications:

• Bachelor's degree;
• 1-3 of customer facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment.
• Preferable experience onboarding clients to SaaS products;
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing
• Extremely detailed oriented, ability to multi task several different product & client engagements;
• Creative problem solving, solutions-oriented and strategic, long-term view of customer relationship;
• Strong sales orientation, communication skills, client-ready presentation skills and writing skills; and,
• Ability to offer perspective and guidance, in some cases, in a persistent manner.

Additional Information:

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer with a philanthropic organization
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves
• Time out: Open Vacation, plus 10 national holidays, and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $60,000- $66,000 based on experience.