Onboarding Specialist

The Onboarding Specialist plays a critical role in a customer’s first experience with the platform, serving as a primary point of contact during the onboarding phase. This role is responsible for coordinating the onboarding process, delivering tailored training, and ensuring that customers begin realizing value early in their journey. The Onboarding Specialist aligns platform capabilities with customer objectives, helping to establish the foundation for long-term success.

In partnership with internal team, including Sales, Account Management, Accounting, Tax, and Product, the Onboarding Specialist helps drive adoption, increase engagement, and ensure a smooth transition to ongoing customer services.

Who we are:

Buyers Edge Platform SaaS solution, dismantles siloed restaurant technology systems, offering Accounting & Bookkeeping, Payroll, Food Cost Management, and AP Automation as a unified tech stack. Developed by restaurant owners for restaurant owners, Back Office goes beyond traditional software; it's backed by industry experts who guide operators to make faster, more informed business decisions surrounding revenue, cost of goods, labor, and compliance.

Through a combination-friendly software, independent, multi-location, franchise, and enterprise restaurant groups gain actionable insights into their performance, empowering them to make data-based operational decisions!

This a hybrid role based out of our Littleton, CO office.
We are unable to offer work sponsorship for this role.

Your impact:

• Serve as the primary advisor during onboarding, managing the onboarding timeline and ensuring all setup components are completed
• Lead structured training sessions for customer users across key operational roles such as payroll, accounts payable, inventory, and reporting
• Facilitate role-specific training and support to ensure customers are empowered to adopt the platform effectively from day one
• Conduct value mapping conversations to connect customer goals with platform capabilities and highlight speed to value opportunities
• Coordinate with internal teams (Sales, Account Managers, Tax, and Accounting) to gather key customer data and align on the onboarding timeline
• Maintain accurate and up-to-date documentation of customer interactions, key decisions, and onboarding progress to ensure continuity and cross-functional alignment
• Proactively identify early signs of onboarding delays, disengagement, or risk of dissatisfaction, and collaborate with internal stakeholders to mitigate issues
• Provide structured feedback to internal teams to improve onboarding workflows, platform usability, and customer experience
• Identify potential roadblocks or adoption risks during onboarding and proactively resolve or elevate as needed
• Contribute to the creation and improvement of onboarding materials, documentation, and training resources
• Provide a comprehensive, well-documented handoff to the Customer Success team upon completion of onboarding
• Reinforce platform best practices and set the tone for long-term customer engagement and success

About you:

• 4+ years of experience in the restaurant, hospitality, or retail industry, ideally in a leadership or operations role
• Prior experience in software onboarding, implementations, or customer training
• Familiarity with platforms involving payroll, accounts payable, inventory, and reporting
• Strong project management, time management, and organization skills
• Excellent communication skills, with confidence delivering structured virtual or in-person training
• Consultative mindset with the ability to translate customer needs into actionable onboarding plans
  • Detail-oriented with a focus on documentation, accuracy, and follow-through
• Ability to work cross-functionally and manage multiple onboarding projects simultaneously
• Comfortable adapting to evolving tools, onboarding workflows, and customer personas

Not sure you meet every qualification? Studies show that diverse applicants often hesitate to apply unless they check every box. At Buyers Edge Platform, we value authenticity and inclusion—if you're excited about the role, we encourage you to apply. You might be exactly who we’re looking for!

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