Onboarding & Customer Service Specialist

As a Customer Onboarding Execution specialist, you will be responsible for owning the onboarding process for assigned new customers from kickoff to go-live. Your role will involve conducting structured onboarding sessions and driving customers towards predefined onboarding milestones to ensure completion within defined SLAs. You will focus on guiding customers to their "first value moment" quickly and tracking onboarding success metrics to identify early adoption risks. Your responsibilities will include providing technical and functional guidance to customers, assisting with standard setup scenarios, troubleshooting common onboarding blockers using knowledge bases and internal guides, as well as escalating non-standard or complex setups when necessary. You will act as the single point of contact during onboarding, maintain accurate onboarding notes in CRM/CS platform, and coordinate the handoff to Customer Success Managers. In this role, you will be expected to adhere to standardized onboarding playbooks, checklists, and templates, log customer feedback and common friction points, and participate in onboarding retros and enablement sessions. You should have a minimum of 3 years of experience in SaaS onboarding, implementation, customer support, or technical Customer Success Manager roles. Strong call facilitation and customer communication skills, advanced technical comfort, high process discipline, and follow-through are essential. You should also demonstrate the ability to manage high-volume, repeatable onboarding motions and possess a solid understanding of the SaaS application lifecycle, particularly the onboarding and implementation phases. Additionally, familiarity with RMM & PSA related platforms is considered a strong advantage, and you should be capable of problem-solving technical issues with customer systems. As a Customer Onboarding Execution specialist, you will be responsible for owning the onboarding process for assigned new customers from kickoff to go-live. Your role will involve conducting structured onboarding sessions and driving customers towards predefined onboarding milestones to ensure completion within defined SLAs. You will focus on guiding customers to their "first value moment" quickly and tracking onboarding success metrics to identify early adoption risks. Your responsibilities will include providing technical and functional guidance to customers, assisting with standard setup scenarios, troubleshooting common onboarding blockers using knowledge bases and internal guides, as well as escalating non-standard or complex setups when necessary. You will act as the single point of contact during onboarding, maintain accurate onboarding notes in CRM/CS platform, and coordinate the handoff to Customer Success Managers. In this role, you will be expected to adhere to standardized onboarding playbooks, checklists, and templates, log customer feedback and common friction points, and participate in onboarding retros and enablement sessions. You should have a minimum of 3 years of experience in SaaS onboarding, implementation, customer support, or technical Customer Success Manager roles. Strong call facilitation and customer communication skills, advanced technical comfort, high process discipline, and follow-through are essential. You should also demonstrate the ability to manage high-volume, repeatable onboarding motions and possess a solid understanding of the SaaS application lifecycle, particularly the onboarding and implementation phases. Additionally, familiarity with RMM & PSA related platforms is considered a strong advantage, and you should be capable of problem-solving technical issues with customer systems.