Onboarding Specialist
Leads customer onboarding for an AI receptionist product, configuring SaaS accounts and integrations, managing implementation timelines, training users, and troubleshooting technical issues. Requires 2–4 years of SaaS onboarding, implementation, or customer success experience.
About the job
Responsibilities
Customer Onboarding and Setup
- Lead new customer onboarding from kickoff through go-live and handoff to Customer Success.
- Configure customer accounts, settings, and integrations, including scheduling tools, CRMs, VoIP systems, and EMRs.
- Manage onboarding timelines and communicate progress to stakeholders.
- Conduct discovery sessions to understand client workflows and design optimized AI receptionist configurations.
Training and Enablement
- Deliver live and recorded training for customers and staff on system functionality, AI assistant management, and best practices.
- Refine onboarding documentation, user guides, and video tutorials.
- Help customers interpret AI performance data and adjust configurations to improve automation accuracy and efficiency.
Technical Implementation
- Collaborate with product and engineering teams to troubleshoot setup and configuration issues.
- Assist with data imports, workflow mapping, and API-based integrations.
- Monitor system performance during onboarding and complete successful handoff to Customer Success or Support.
Process Improvement
- Improve onboarding processes for efficiency, scalability, and customer satisfaction.
- Collect customer feedback to inform product development and implementation workflows.
Requirements
- 2–4 years of experience in SaaS onboarding, implementation, or customer success.
- Strong technical and analytical skills, including the ability to configure and troubleshoot SaaS platforms and integrations.
- Excellent written and verbal communication skills with a customer-first mindset.
- Experience managing multiple onboarding projects simultaneously.
- Familiarity with CRM, scheduling, or communication tools such as HubSpot, Salesforce, Calendly, Twilio, Zoom, and Slack.
Nice-to-Haves
- Experience with AI-based software or automated customer communication tools.
- Understanding of API integrations, webhooks, and data mapping.
- Experience in a startup or fast-paced SaaS environment.
- Background in healthcare, legal, or professional services.
Skills
SaaS, CRM, Salesforce, HubSpot, Calendly, Twilio, Zoom, Slack, API Integrations, Webhooks, Data Mapping, Voip
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