Customer Onboarding Specialist

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

📋 Description

• Oversee onsite deployments with home care agencies, which includes setting up devices, installing routers, training staff, and providing hands-on implementation support.

• Educate agency teams on Sensi’s technology, essential workflows, and how to communicate the product effectively to clients, families, and internal stakeholders.

• Act as an onsite instructor, mentor, and trusted consultant for non-technical users.

• Showcase Sensi’s AI product and its value proposition to agency teams, clients, families, and key stakeholders during field visits.

• Manage the onboarding process from post-sale through to successful implementation.

• Identify training deficiencies, risks to adoption, and operational hurdles, resolving them across functions.

• Build rapport with agency owners, care managers, caregivers, and other client stakeholders.

• Provide light technical troubleshooting support during deployments and escalate issues as necessary.

• Collect and document client feedback, field insights, and adoption challenges.

• Maintain comprehensive account documentation, activity tracking, deployment notes, and status reports in HubSpot.

• Collaborate with Customer Success, Product, Support, Sales, and Operations teams.

• Remain engaged throughout the onboarding lifecycle to sustain agency momentum following onsite visits.

• Travel domestically 60–75%, facilitating approximately 10–15 agency deployments each quarter.

• Complete around 10–15 agency deployments per quarter, typically involving two full onsite days plus travel time.

• Advance to independently managing approximately 10–20 agency accounts by the second or third month.

• Promote agency training, build confidence, ensure operational readiness, and enhance documentation quality and follow-through.

⛳️ Requirements

• A minimum of 3 years of experience in client relationship management, sales, customer success, implementation, training, healthcare, home care, or other client-facing roles.

• Strong teaching, coaching, or training capabilities, particularly with non-technical users.

• Exceptional verbal communication and presentation skills.

• Ability to convey technology concepts in a straightforward, clear, and engaging manner.

• Comfort in engaging directly with clients in-person, including agency teams, care providers, elderly adults, and families.

• Strong relationship-building abilities and the capacity to foster trust quickly.

• A tech-savvy attitude with the capability to learn new tools, support basic setups, and troubleshoot issues in real time.

• Strong problem-solving skills and the ability to remain composed when plans shift or challenges occur onsite.

• Capacity to manage multiple deployments, client priorities, and follow-up tasks while ensuring quality is maintained.

• A customer success mindset with a strong sense of ownership over adoption and outcomes.

• Willingness and ability to travel frequently across the United States.

• Experience in home care, senior care, healthcare, physical therapy, occupational therapy, clinical operations, or related fields is preferred.

• Prior experience in sales, field operations, enablement, implementation, onboarding, or customer success is preferred.

• Experience in training internal teams, end users, or non-technical audiences is preferred.

• Comfort with presenting to groups and keeping participants engaged during training sessions is preferred.

• Experience managing skeptical users, detractors, or difficult group dynamics is preferred.

• Familiarity with CRM tools such as HubSpot, Salesforce, or similar platforms is preferred.

• Experience working in a startup or rapidly evolving environment is preferred.

• Strong coachability, enthusiasm, and interest in building a career in client-facing implementation is preferred.

🏝️ Benefits

• Frequent domestic travel, generally 60–75%.

• Travel is scheduled as close to the candidate’s home region as possible to minimize transit time and promote work-life balance.

• Product immersion, hands-on installation practice, internal training, and shadowing with experienced team members during the initial 30–45 days.

• Approximately 4–5 weeks of shadow travel during the ramp-up period.

• Support from managers and cross-functional partners during initial independent deployments.