Software Onboarding Specialist

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

📋 Description

• Manage account setup customized to meet distinct customer requirements.

• Provide training to everyday users on effectively utilizing Alivo.

• Serve as the main contact for new customers throughout the onboarding process and for 90 days post-launch.

• Conduct kickoff calls and assist customers during the onboarding process.

• Ensure that accounts are completely set up, configured, and ready for launch.

• Proactively eliminate technical, operational, or customer-related obstacles.

• Maintain urgency and drive to achieve onboarding objectives.

• Deliver live training sessions and tailored walkthroughs to meet customer needs.

• Educate customers on best practices to enhance their value from the product.

• Develop and disseminate useful resources such as videos, guides, and help desk articles.

• Modify training approaches based on users' technical skills.

• Ensure customers are fully activated through integrations, workflows, and utilization.

• Monitor initial engagement and take action when adoption rates are low.

• Assist customers in achieving early successes.

• Collaborate with the support team for issue resolution.

• Provide insights to the product team regarding customer challenges and feature deficiencies.

• Facilitate a seamless transition to the Account Manager after the 90-day period.

⛳️ Requirements

• Minimum of 2 years in Customer Success, Onboarding, or Implementation roles with experience in SaaS products.

• Proven capability to manage multiple customers and onboarding schedules simultaneously.

• Strong aptitude for simplifying complex ideas and training non-technical users.

• Experience with AI-driven products or automation tools.

• Familiarity with CRM tools, including HubSpot.

• Background in customer data setup.

• Experience presenting to customer stakeholders, steering kickoff and go-live discussions, and providing daily user training.

• Exceptional communication skills in business-fluent English, both spoken and written.

• Must be eligible to work in the United States and be based in the United States.

• Bachelor's degree in any field (preferred).

• Experience working with SMB or mid-market customers.

• Knowledge of trades or home services industries, such as roofing, siding, or windows.

• Understanding of phone systems and third-party integrations.

• Experience in creating training materials (videos, guides, onboarding content).

• Business-fluent Spanish (preferred).

🏝️ Benefits

• Health insurance.

• Vision insurance.

• Dental insurance.

• Employee equity.

• 401(k).

• Unlimited paid time off.

• Paid sick time.