Onboarding Specialist

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

📋 Description

• Oversee the complete onboarding lifecycle, starting from the kickoff call to the final sanity check completion.

• Ensure clients are launched within specified timelines while providing a seamless experience.

• Facilitate structured kickoff sessions to comprehend clients’ technical environments, workflows, and objectives.

• Establish clear expectations for the onboarding journey.

• Coordinate token configurations, website integrations, and the delivery of custom graphics with internal teams.

• Provide training for end users and administrators on CarCutter’s mobile app, CarCutter Hub, and integration functionalities.

• Keep accurate onboarding pipeline records in HubSpot.

• Proactively identify and report risks, delays, or inactive accounts.

• Address onboarding obstacles and facilitate the resolution of integration or configuration issues.

• Ensure a smooth and documented transition to the Customer Success team after the validation of sanity checks.

• Communicate customer setup details, preferences, and outstanding items during the handoff.

• Recognize recurring friction points and collaborate with the CX&Ops team to enhance playbooks, timelines, and tooling.

• Maintain proactive communication with clients and provide visibility throughout the onboarding process.

• Justify costs during the onboarding phase.

⛳️ Requirements

• A minimum of 2 years of experience in a customer-facing onboarding, implementation, or technical account management position, preferably within a SaaS setting.

• Knowledge of the automotive industry or dealership operations is highly advantageous.

• Proficient with SaaS integrations, APIs, and web-based tools.

• Capability to comprehend and articulate technical concepts to non-technical stakeholders.

• Demonstrated ability to manage multiple onboarding projects concurrently, prioritize effectively, and adhere to deadlines.

• Exceptional written and verbal communication skills.

• Ability to establish trust with both technical and business contacts within dealerships and dealer groups.

• Familiarity with CRM tools, such as HubSpot or equivalent.

• Experience with customer success platforms, like Arrows.

• Self-motivated individual who thrives in a fast-paced, remote environment while remaining aligned with cross-functional teams across various time zones.

• Must reside in the United States.

• Preference for candidates in Eastern or Central time zones.

🏝️ Benefits

• A competitive compensation package structured around performance.

• An opportunity to develop and expand the US onboarding practice from the ground up.

• A collaborative, international team that operates swiftly and values your contributions.

• Fully remote work setup.