Onboarding Specialist

• Own and manage a portfolio of customer onboarding projects from kickoff through successful launch
• Keep timelines, milestones, and customer expectations on track
• Lead onboarding and discovery conversations to understand customer business needs, goals, workflows, and implementation requirements
• Deliver personalized virtual product training
• Maintain proactive communication with progress updates, next steps, and guidance
• Identify onboarding risks, delays, and challenges and coordinate solutions or escalated issues
• Coordinate customer data migration, system setup, and implementation requirements with internal teams
• Manage onboarding questions, support tickets, and customer issues
• Maintain accurate customer progress and implementation records in internal systems
• Collaborate with Customer Success, Support, Sales, Product, and other teams
• Continuously improve the onboarding experience
• Uphold professionalism and Wellness Living’s core values

• 2–3+ years of experience in customer onboarding, implementation, customer success, account management, or a similar customer-facing role, preferably within a SaaS environment
• Strong customer communication and relationship-building skills
• Ability to listen empathetically, establish trust, manage expectations, and guide customers through change
• Excellent organization and project-management skills
• Ability to manage multiple customer implementations, timelines, and competing priorities
• Strong written and verbal communication skills
• Experience delivering virtual product training, presentations, or customer walkthroughs
• Comfortable learning new software and explaining technical concepts, workflows, and processes to customers with varying technical experience
• Experience with CRM, ticketing, and project-management platforms, such as Zoho or Salesforce
• Microsoft 365 proficiency, including intermediate Excel skills
• Experience with software implementations, system configuration, or customer data migrations is considered a strong asset

Demonstrates expertise in managing customer onboarding projects, including effective communication, organization, and the ability to deliver virtual product training. Proficient in coordinating customer data migrations and collaborating with cross-functional teams to enhance the onboarding experience.

• Customer Onboarding Management
• Project Management Skills
• Virtual Product Training Delivery
• CRM Proficiency
• Customer Communication Skills

• Customer Onboarding
• Implementation
• Data Migration
• System Configuration
• Project Management
• Software Implementation
• Technical Concept Explanation
• Microsoft 365 Proficiency
• Excel Skills
• SaaS Experience

• Empathetic Listening
• Relationship Building
• Expectation Management
• Guidance Through Change
• Professionalism

• Customer Success
• Customer-Facing Role
• Onboarding Projects
• Customer Walkthroughs

• Zoho
• Salesforce
• Ticketing Platforms
• Project Management Platforms