Onboarding Specialist

Kindsight•,

9d•CA$40,000 - CA$50,000

About The Position

The Onboarding Specialist is responsible for guiding new customers through the initial stages of their journey with our iwave and engage platforms. This role ensures a smooth and seamless transition for customers by delivering tailored, effective onboarding experiences that maximize user engagement and product adoption to achieve their goals. The Onboarding Specialist works closely with cross-functional teams, including Customer Success, Support, Sales, Finance and Product, to ensure customers understand how to fully utilize the platform’s features and capabilities. The ideal candidate will have a customer-centric mindset, excellent communication skills, attention to detail, and a strong understanding of SaaS products and workflows. This role is key in helping customers realize value from the platform quickly, contributing to long-term satisfaction and retention.

Requirements

1+ years of experience in customer onboarding, implementation or customer service, in a SaaS environment, with a focus on guiding customers through the initial adoption phase.
Strong verbal and written communication skills, with the ability to follow customer narratives to understand their point of view to find workable solutions and explain complex concepts clearly.
Comfort with technical products and the ability to guide customers through product setup and configurations.
A passion for customer success and a proactive, problem-solving approach to addressing customer needs and helping them achieve their goals with our products.
Ability to work closely with internal teams (Sales, Product, Customer Success) to align on customer goals and needs.
Ability to manage multiple customer accounts simultaneously while ensuring high standards of service and attention to detail.
A willingness to learn new technologies, tools, and processes to improve the onboarding experience.

Nice To Haves

Familiarity with Salesforce is an asset.
Bachelor’s degree in Business, Communications, or a related field, or equivalent experience in a customer-facing role.

Responsibilities

Plan and facilitate the onboarding process for new customers, including scheduling, preparing material, and providing clear guidance on product adoption, setup, configuration, and integrations. Ensure customers can successfully adopt and utilize the iwave and engage products, and any new product offerings.
Work directly with customers to answer questions, troubleshoot basic technical issues, and provide step-by-step support during their onboarding journey.
Deliver tailored training sessions, webinars, and create customer-facing documentation to help customers quickly gain proficiency with the platforms.
Collaborate with the Onboarding Team Lead and other cross-functional teams (Sales, Product, Customer Success) to ensure the onboarding experience is seamless and aligned with the customer’s needs and organizational goals.
Proactively monitor user adoption during the onboarding phase, while identifying any potential churn risks or upsell opportunities.
Provide feedback on onboarding processes and tools to help refine and improve the customer experience. Contribute to the development of onboarding materials and standard operating procedures based on customer needs and challenges.
Support tracking key metrics such as time-to-value, customer adoption, and engagement to inform process improvements and enhance the onboarding journey.