Customer Onboarding Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist new clients in the setup of PushPress products, encompassing essential configurations, integrations, and initial workflows.

• Provide onboarding support through a combination of individual calls and Intercom-based assistance.

• Educate clients on workflows that align with their business objectives and operational models.

• Monitor onboarding progress and proactively follow up to eliminate obstacles.

• Work collaboratively with the Support and Operations teams to pinpoint and address onboarding gaps.

• Review and enhance Help Docs and training materials to boost onboarding clarity.

• Recognize early signs of churn and escalate potential risks to Support or Operations teams.

• Offer how-to assistance via chat for customers during the onboarding process.

• Cultivate deep product knowledge across the PushPress platform while staying updated on new releases, feature enhancements, and best practices.

• Spearhead scaled onboarding initiatives and take responsibility for identifying and mitigating early churn risks.

• Manage the onboarding experience from initiation to launch, organizing setup tracks and coordinating dependencies across products.

• Enhance Time to First Value, onboarding CSAT, and early retention metrics.

⛳️ Requirements

• Solid working knowledge of the PushPress product suite, including platform configuration and fundamental workflows.

• Experience in leading customer onboarding, implementation, or setup projects within a SaaS framework.

• Proficient in delivering onboarding through video, screen sharing, and live troubleshooting sessions.

• Strong project management capabilities with consistent follow-up and ownership of milestones.

• Clear and confident communicator with the ability to simplify technical concepts.

• High attention to detail and disciplined use of systems and tracking tools.

• Empathetic demeanor and composure under pressure when assisting overwhelmed customers.

• Ability to seamlessly switch contexts between calls, chat support, and follow-up tasks throughout the day.

• Comfortable with screen sharing across desktop and mobile platforms during live onboarding.

• Proven ability to handle multiple onboarding timelines concurrently without compromising quality.

• Strong written and verbal communication skills that foster trust and momentum.

• Familiarity with CRM systems to monitor progress, risks, and results.

• Capability to tailor onboarding strategies to varying business models and client requirements.

• Ownership mentality with accountability for results, rather than merely attending meetings.

• Comfortable working asynchronously with cross-functional partners.

• A minimum of two years of experience in SaaS onboarding, implementation, or client-facing roles.

• Demonstrated success in guiding customers through multi-step, multi-week setup processes with consistent follow-through.

• Familiarity with PushPress products is preferred but not mandatory.

• Daily tools include: Intercom, HubSpot, Zoom, Slack, Google Workspace.

🏝️ Benefits

• Equity Incentive Plan

• Flexible Paid Time Off (including Public Holidays)

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (Company Sponsored 401k with Match)

• Life Insurance

• Family Leave (Maternity, Paternity)

• Work From Home Stipend

• Wellness Stipend