Onboarding Coordinator

ResiBrands•Austin, TX

7d•Onsite

About The Position

ResiBrands is seeking a personable, tech-savvy CRM Onboarding Coordinator to help new users successfully adopt a CRM platform developed by ResiBrands. This role involves guiding users through product setup, training, launch, and early adoption, acting as a product expert, trainer, and relationship manager. The ideal candidate will be comfortable leading conversations, demonstrating software, answering questions, and helping users understand how the platform can support their business.

Requirements

Experience in software onboarding, customer success, account management, implementation, software support, or a similar customer-facing role.
Prior experience working with a CRM, SaaS platform, or other business software strongly preferred.
Comfortable presenting software and leading virtual or in-person training sessions.
Strong communication skills with the ability to make technical information feel simple and approachable.
Naturally personable, patient, and confident working directly with customers.
Strong organization and follow-through across multiple customer accounts and onboarding timelines.
Ability to understand a customer’s needs and translate them into practical software workflows.
Comfortable troubleshooting basic software issues and knowing when to escalate.
Proactive approach to communication, problem-solving, and customer engagement.

Nice To Haves

Experience working with franchise owners, small-business owners, or home-service businesses is a plus.
Enjoy the relationship-building side of software sales but do not want a traditional sales position.
Like teaching people how to use technology and seeing the moment it clicks for them.
Can confidently lead a customer call without sounding overly scripted or technical.
Know how to keep a customer engaged and moving forward after they purchase a product.
Are comfortable learning a newly developed platform and becoming one of its internal experts.
Can balance a friendly customer experience with clear timelines and accountability.

Responsibilities

Guide new customers through the CRM onboarding process from initial kickoff through launch.
Lead product demonstrations, setup calls, training sessions, and onboarding meetings.
Learn each customer’s business needs and help configure the CRM around their workflow.
Explain software features in a clear, practical way to users with different levels of technical experience.
Assist with account setup, user permissions, workflows, data entry, and other onboarding requirements.
Create onboarding plans with defined milestones, responsibilities, and target completion dates.
Maintain regular communication with customers throughout implementation.
Track customer progress, outstanding items, product usage, and launch readiness.
Encourage early adoption by helping customers understand how to use the CRM effectively in their daily operations.
Answer product questions and troubleshoot basic user or configuration issues.
Coordinate with technical or product teams when an issue requires additional support.
Identify customers who may need additional training or support before they disengage.
Document customer feedback, common questions, and requested product improvements.
Help create training materials, walkthroughs, onboarding resources, and frequently asked questions.
Maintain accurate notes and customer activity records within the CRM.
Build strong relationships that support long-term customer satisfaction and retention.