Onboarding Specialist

WellnessLiving

5d•Remote

About The Position

As an Onboarding Specialist, you’ll play a key role in helping new customers successfully transition to WellnessLiving and feel confident using the platform from day one. You’ll manage multiple customer onboarding projects at once, guiding clients through implementation, training, and launch while keeping timelines, expectations, and communication on track. This role is a great fit for someone who enjoys combining customer relationship-building with project management, problem-solving, and technology. You’ll work closely with customers and internal teams to remove roadblocks, create a smooth onboarding experience, and set each customer up for long-term success with WellnessLiving.

Requirements

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, with the ability to listen empathetically, establish trust, manage expectations, and guide customers confidently through change.
Excellent organization and project-management skills, with the ability to manage multiple customer implementations, timelines, and competing priorities at once.
Strong written and verbal communication skills, including experience delivering virtual product training, presentations, or customer walkthroughs.
Comfortable learning new software and explaining technical concepts, workflows, and processes to customers with varying levels of technical experience.
Experience working with CRM, ticketing, project-management platforms (e.g. Zoho, Salesforce), and Microsoft 365 (intermediate Excel skills)

Nice To Haves

Experience with software implementations, system configuration, or customer data migrations is considered a strong asset.

Responsibilities

Own and manage a portfolio of customer onboarding projects from kickoff through successful launch, ensuring timelines, milestones, and expectations remain on track.
Lead onboarding and discovery conversations to understand each customer’s business needs, goals, workflows, and implementation requirements.
Deliver personalized virtual product training that enables customers to confidently use WellnessLiving in their day-to-day operations.
Maintain proactive communication throughout the onboarding process, providing customers with clear progress updates, next steps, and guidance.
Identify onboarding risks, delays, or challenges early and take ownership of coordinating solutions or escalating issues when needed.
Coordinate customer data migration, system setup, and implementation requirements in partnership with internal teams.
Manage onboarding-related questions, support tickets, and customer issues with urgency and a solutions-focused approach.
Maintain accurate records of customer progress, implementation details, and key onboarding activities within internal systems.
Collaborate with Customer Success, Support, Sales, Product, and other teams to resolve challenges and continuously improve the onboarding experience.
Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers.