Customer Onboarding Specialist

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

📋 Description

• Oversee the onboarding process for a portfolio of new clients from the signed agreement to the launch of their CRM and website.

• Propel client advancement through proactive follow-ups via email, phone, and Zoom.

• Assist clients with Customer Intake, IDX approvals, EIN submission, and billing setup.

• Keep track of onboarding tasks, identify potential risks, communicate effectively, and escalate any roadblocks.

• Reengage clients who have stalled and ensure a seamless website launch experience.

• Manage account reactivations, package modifications, and website template transitions for existing clients.

• Handle go-live requests for new builds, template transitions, and reactivations.

• Act as the trusted advisor and primary point of contact during the onboarding process.

• Anticipate client needs and maintain proactive communication.

• Collaborate with Education, Support, Operations, and other cross-functional teams.

• Serve as the main post-sale contact until onboarding and training are successfully completed.

• Promote customer adoption through connections with the education team, self-service resources, and basic platform guidance.

• Identify clients at risk and coordinate strategies for turnaround.

• Advocate for platform features that contribute to measurable customer success.

• Gather and relay client feedback to enhance onboarding processes and materials.

• Suggest and implement process improvements.

• Provide initial phone support for basic CRM, IDX, and lead management inquiries.

• Refer advanced training requirements to Customer Education and technical issues to Support.

⛳️ Requirements

• High school diploma or GED required.

• 1–3+ years of experience in customer support, project or account coordination, or customer success within a SaaS environment.

• Demonstrate ownership of outcomes from start to finish and ensure completion.

• Communicate proactively with updates and next steps.

• Build trust and confidence through empathy and professionalism.

• Strong writing abilities, engaging conversational style, and proficient grammar.

• Highly organized with the capability to manage multiple projects and shifting priorities.

• Effectively coordinate across teams while ensuring smooth handoffs.

• Previous experience with customer onboarding is advantageous.

• Familiarity with lead generation, digital marketing, or contact database management best practices.

• Knowledge of content management systems and CRMs is beneficial.

• Proven ability to work both independently and collaboratively, with care and efficiency.

• Patience and attention to detail are crucial.

• Strong communication skills with the ability to clarify complex concepts.

• Effective collaboration across functions.

• Commitment to ongoing learning and professional growth.

• Prior experience in a remote or distributed team setting is preferred.

• Experience in real estate is a plus.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage, with full cost covered for the employee, plus an option to add a spouse/partner and dependents.

• 401k retirement plan with up to 4% matching.

• 15 days of paid time off (PTO).

• 10 paid holidays annually.

• 12 weeks of paid parental leave.