Onboarding Specialist

Onboarding Specialist

In-office (Palo Alto, CA)

Reports to:

Manager of Onboarding

• Guide new customers through implementation, training, and early adoption of an AI-powered communication platform.
• Manage the full customer lifecycle from post-sale to early post-live.
• Collaborate cross-functionally with Operations, Product, Support, Engineering, and Customer Success teams.
• Engage in both external client communication and internal team coordination.
• Focus on continuous process improvement and building strong customer relationships.
• Define success by delivering efficient deployments and driving high customer satisfaction.

• Lead onboarding sessions tailored to each customer's business goals.
• Manage the full post-sale onboarding lifecycle: account creation, configuration, testing, training, deployment, and early post-live support.
• Collaborate cross-functionally to resolve escalations and improve processes.
• Build strong client relationships and provide education on platform best practices.
• Develop documentation and contribute to the onboarding knowledge base.

• Self-starter with a growth mindset.
• Empathetic and intuitive communicator.
• Comfortable navigating technical software environments.
• Strong presentation and storytelling skills.
• Collaborative and detail-oriented.
• Passion for AI/tech and improving the customer experience.