Client Onboarding Specialist (Onsite

POSITION OVERVIEW

The Solution Delivery Specialist is responsible for the independent, strategic execution of setup, implementation, and adoption of our software solutions. You will collaborate across Sales, Support, Customer Success, and other stakeholders to deliver high-volume software installations with direct impact on business success and customer satisfaction. As a trusted, client-facing advisor, you will build strong relationships with customers throughout their implementation journey, deliver hands-on training that drives confident product adoption, and leverage AI-powered tools and automation to work more efficiently and accelerate time-to-value.

This salaried role reflects a professional services position with an expectation of strategic thinking, execution autonomy, ownership of complex deliverables, and consistent contribution to business-critical results - all of which will contribute meaningfully to the company’s revenue, customer retention, and operational excellence. You will be a key contributor to advancing our business objectives in this role.

• Provide system setup, configuration changes, training, implementation, and support of FRONTSTEPS products with minimal supervision and direct ownership of deliverables
• Own and drive projects forward with accountability for meeting key performance metrics and client readiness outcomes
• Serve as a trusted, client-facing point of contact throughout each implementation engagement, building strong relationships that reinforce customer confidence and long-term satisfaction with FRONTSTEPS
• Deliver engaging, tailored customer training that builds user confidence and drives successful product adoption
• Leverage AI-powered tools and automation to streamline implementation workflows, reduce manual effort, and accelerate time-to-value for clients
• Consult with clients throughout implementation to ensure software is configured to meet their technical requirements and specifications in alignment with strategic business goals
• Manage multiple customer implementation projects simultaneously including creating project plans, configuring products, and providing customer trainings as part of the implementation. It is expected you will operate autonomously while demonstrating strong initiative and problem-solving capabilities.
• Troubleshoot software and provide technical guidance to customers to ensure that their priorities and directions are aligned with product capabilities and their platform meets customers' needs
• Proactively identify issues and manage conflicts that may arise to ensure the quality of the project is not compromised
• Contribute to the success and evolution of the Solutions Delivery Team while analyzing and refining processes that drive efficiencies and revenue
• Document best practices, processes, and procedures to streamline future onboarding efforts and scale knowledge across the team, leveraging AI and automation tools where possible.
• Ability to implement products through coordination of resources and collaboration with multiple stakeholders with a clear understanding of the impact on customer satisfaction and business performance
• Work with cross-departmental teams to forward company and maximize clients product adoption and long-term value realization
• Manage customer data required for successful implementations
• Additional responsibilities, including special projects, may be assigned as needed
• Performs other duties as requested by management

• 2 - 5 years in a SaaS implementation environment in a customer facing solution delivery or implementation role
• Proven ability to multi-task utilizing time management and work prioritization skills
• Ability to use critical thinking skills to investigate and solve problems independently and with direct effect on client satisfaction and project success
• Excellent interpersonal and communication skills
• Exceptional customer service skills with a demonstrated ability to build and maintain trusted client relationships
• Excellent written and verbal communication skills
• Proficient in Microsoft Office Suite
• Strict attention to details and highly organized
• Technical aptitude and the ability to…