Onboarding Specialist

PatientNow•New York, NY

71d•Onsite

About The Position

Position Summary: The Onboarding Specialist is responsible for leading customers through the setup and configuration of our AI receptionist solution. This includes managing onboarding timelines, configuring integrations, training end users, and ensuring a seamless transition to our platform. You’ll serve as the main point of contact for new customers during the implementation phase, ensuring they understand how to use and gain value from our system while collaborating internally with Sales, Product, and Support teams to ensure success. This role will be required to be in-office at our Brooklyn, NY location.

Requirements

2–4 years of experience in SaaS onboarding, implementation, or customer success roles
Strong technical and analytical skills — able to configure and troubleshoot SaaS platforms and integrations
Excellent written and verbal communication abilities with a customer-first mindset
Experience managing multiple onboarding projects simultaneously
Familiarity with CRM, scheduling, or communication tools (e.g., HubSpot, Salesforce, Calendly, Twilio, Zoom, Slack, etc.)
Highly organized with strong project management skills
Technically curious and quick to learn new software
Empathetic communicator who can translate technical jargon into business outcomes
Proactive problem-solver who takes ownership of the customer journey
Collaborative mindset — able to work cross-functionally with product, sales, and support teams

Nice To Haves

Experience working with AI-based software or automated customer communication tools, preferred.
Understanding of API integrations, webhooks, and data mapping concepts, preferred.
Experience in a startup or fast-paced SaaS environment where adaptability is key, preferred.
Background in industries such as healthcare, legal, or professional services (ideal but not required)

Responsibilities

Lead new customer onboarding from kickoff through go-live and handoff to Customer Success, ensuring all technical and operational milestones are achieved.
Configure customer accounts, settings, and integrations (e.g., scheduling tools, CRMs, VoIP systems, EMRs).
Manage project timelines and communicate progress clearly with stakeholders.
Conduct discovery sessions to understand client workflows and design optimized AI receptionist configurations.
Deliver live and recorded training sessions to customers and their staff on system functionality, AI assistant management, and best practices.
Assist in refining onboarding documentation, user guides, and video tutorials to support product adoption.
Help customers interpret AI performance data and make adjustments to improve automation accuracy and efficiency.
Collaborate with product and engineering teams to troubleshoot setup issues or configurations.
Assist with data imports, workflow mapping, and API-based integrations when needed.
Monitor system performance during the onboarding period and ensure successful customer handoff to the Customer Success or Support team.
Continuously refine onboarding processes to improve efficiency, scalability, and customer satisfaction.
Collect feedback from customers to inform product development and improve implementation workflows.