Onboarding Specialist

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Act as the primary liaison for new clients during the onboarding process and platform launch.

• Oversee an onboarding portfolio consisting of 50 to 80 clients concurrently.

• Provide proactive, personalized onboarding experiences for high-value clients.

• Assist clients with platform setup, configuration, and activation processes.

• Conduct training sessions, offer product education, and provide light technical assistance.

• Create reusable guides, templates, and walkthroughs utilizing AI tools.

• Collaborate with App Launch and Migrations teams to ensure successful platform activations.

• Guarantee the accurate and timely delivery of customer assets, applications, and data.

• Promote adoption and minimize time-to-value in alignment with customer objectives and ROI expectations.

• Track progress and identify any launch obstacles or risks.

• Interact with clients through email, phone, video, and SMS communications.

• Leverage AI to draft messages, summarize discussions, prepare kickoffs, and automate repetitive tasks.

• Share AI prompts, workflows, and process enhancements with the team.

• Provide onboarding insights to product, support, and customer success teams.

⛳️ Requirements

• Minimum of 3 years of experience in Implementation, Customer Success, or Account Management.

• Experience in a SaaS environment is preferred.

• Practical experience using AI tools like ChatGPT or Claude in daily tasks.

• Demonstrated ability to utilize AI to enhance output quality, speed, or consistency.

• Strong judgment in determining when to depend on AI.

• Capacity to critically assess AI-generated output, ensuring accuracy, tone, and customer impact.

• Ability to manage several onboarding projects concurrently.

• Exceptional attention to detail.

• Excellent communication and relationship-building capabilities.

• Proactive, customer-centric mindset.

• Skill in simplifying technical concepts for clients.

• Experience in cross-functional collaboration to deliver client work punctually.

• High adaptability and a sense of urgency.

• Comfort with remote work environments.

• A curious and growth-oriented mindset towards emerging AI tools and workflows.

• Familiarity with video hosting, content creation, or digital community platforms is advantageous.

• A passion for customer success and a collaborative team spirit.

• Reliable internet connection and a suitable workspace.

🏝️ Benefits

• Competitive salary.

• Clear career advancement plan.

• Fully remote work opportunity.

• Flexible, unlimited paid time off (PTO) policy.

• Flexible parental leave options.

• Generous work-from-home stipend.

• Paid coworking space if working from home is not feasible.