Onboarding Specialist

Alivo•South Portland, ME

10d•Onsite

About The Position

We are looking for a highly driven, customer-obsessed Onboarding Specialist to guide new customers through their first 90 days of implementing Alivo, ensuring a fast, seamless onboarding experience, strong product adoption, and long-term success. This role is critical to our growth. You will be the first impression after a customer signs, owning the relationship from kickoff through go-live and into the first 90 days of using Alivo. Your success will be measured by how quickly customers get live, how effectively they adopt the platform, and how well they retain. If you thrive in fast-paced environments, love teaching customers, and are excited about working with AI-powered products, this role is for you.

Requirements

2+ years in Customer Success, Onboarding, or Implementation roles with experience in SaaS products
Proven ability to manage multiple customers and onboarding timelines simultaneously
Strong ability to simplify complex concepts and train non-technical users
Experience with AI-powered products or automation tools
Background in CRM tools, including HubSpot
Experience with customer data setup
Experience presenting to customer owners or operators, guiding kickoff and go-live conversations, and delivering day-to-day user training
Excellent communication skills in business-fluent English, both verbal and written
Eligible to work in the United States and based in the United States
Customer-obsessed and deeply curious about user behavior
Data-driven but capable of making decisions in imperfect conditions
A strong communicator who can align stakeholders around priorities
Comfortable balancing strategic thinking with hands-on execution
Highly organized with strong ownership mentality
Low-ego, collaborative, and focused on outcomes

Nice To Haves

Bachelor's degree in any field
Experience working with SMB or mid-market customers
Familiarity with trades or home services industries, including roofing, siding, or windows
Background in phone systems and third-party integrations
Experience creating training content (videos, guides, onboarding materials)
Business-fluent Spanish

Responsibilities

Own the First 90 Days of the Customer Journey
Handle account setup tailored to unique customer needs
Train day-to-day users on how to use Alivo effectively
Act as the primary point of contact for new customers from onboarding to 90-days post go-live
Drive Fast, Efficient Onboarding
Lead kickoff calls and guide customers through onboarding steps
Ensure accounts are fully set up, configured, and ready to go live
Proactively remove blockers (technical, operational, or customer-side delays)
Maintain urgency and momentum to meet onboarding targets
Train & Enable Customers
Deliver live training sessions and walkthroughs tailored to customer needs
Educate customers on best practices to maximize value
Create and share helpful resources (videos, guides, help desk articles)
Adapt training based on technical proficiencies of users
Drive Activation & Adoption
Ensure customers are fully activated (integrations, workflows, usage)
Monitor early engagement and intervene when adoption is low
Guide customers to early wins
Collaborate Cross-Functionally
Partner with the support team for issue resolution
Provide feedback to the product team on customer pain points and feature gaps
Ensure smooth transition to Account Manager after 90 days