Customer Onboarding Specialist

The job overview for the Onboarding Specialist position is to guide new customers through the critical stage of their customer journey with Join. The specialist will work closely with Account Owners to understand the customer's organization structure, build partnerships with key stakeholders, provide training to educate users and project teams, and assist with change management for successful adoption of Join. The role requires a consultative approach, strong time and project management skills, and the ability to drive customers towards value realization with Join. The specialist will also be responsible for tailoring the onboarding process to each customer's needs, collaborating with internal experts, and effectively communicating with internal and external teams.

• Lead new Join customers through the structured onboarding journey that is tailored to meet customers’ business goals and ensure they realize initial value from the Join platform.
• Empower Join Champions with the knowledge, skills, and confidence to run their projects in Join and teach others in their company how to do the same.
• Ensure customers progress through onboarding and meet their identified business goals with Join. Identifying common points of force or friction during onboarding and adjusting approaches as needed.
• Deliver an exemplary customer experience that creates a positive and trusted relationship between the customer and Join.
• Knowledge of all Join product offerings, including integrations and success resources.
• In collaboration with the Customer Success Director, identify opportunities to improve.

• Lead new Join customers through the structured onboarding journey
• Tailor the onboarding process to meet customers' business goals
• Ensure customers understand how Join fits into their business and its potential impact
• Conduct discovery sessions and end-user training
• Coordinate activities with internal and customer stakeholders
• Monitor user activity and customer progress
• Strategically leverage internal experts and industry knowledge
• Demonstrate excellent project and time management skills
• Regularly communicate with internal and external teams
• Enjoy working in a fast-paced, cross-functional environment
• Empower Join Champions to run projects in Join and teach others
• Maintain a Good health score during onboarding and for at least two months after
• Have knowledge of Join to create new projects and educate peers
• Ensure customers achieve their identified business goals with Join
• Identify and address points of force or friction during onboarding
• Record, track, and measure onboarding progress in Join's Customer Success platform
• Deliver an exemplary customer experience
• Build a positive and trusted relationship with customers
• Impact renewal and continued growth of Join within successfully onboarded customers
• Maintain high onboarding C-SAT/NPS scores and low churn rates
• Have knowledge of all Join product offerings, integrations, and success resources
• Be a trusted Join subject matter expert
• Ability to train on Join and confidently answer customer questions
• Identify opportunities to improve the onboarding process in collaboration with the Customer Success Director

• Tailored onboarding journey to meet customers' business goals
• Empowerment of Join Champions to run projects and teach others
• Progress tracking and measurement in Join's Customer Success platform
• Exemplary customer experience leading to renewal and growth
• Knowledge of all Join product offerings and integrations
• Opportunities to improve processes pre and post onboarding
• Growth mindset and continuous learning
• Strong executive communication skills
• Ability to work cross-functionally and identify internal resources
• Independent and self-starting
• Attention to detail and consistency in onboarding experience
• Excellent written, verbal, and presentation skills
• Experience working across levels of an enterprise business
• Experience managing software implementations and training
• General Contractor experience
• Comfort with technology integration into business processes
• Familiarity with HubSpot and Totango (or similar CRM and Customer Success platforms)