Platform Onboarding Specialist

INSXCLOUD INC•Fairlawn, OH

1d•$25 - $27•Hybrid

About The Position

The INSXCloud Platform Onboarding Specialist plays a crucial role in ensuring new users (whether customers, clients, or employees) are smoothly introduced to a digital platform, tool, or service. This role often sits at the intersection of customer success, technical support, and training. This is a Hybrid role with time in the Akron Ohio office as well as remote.

Requirements

Excellent verbal and written communication skills
Ability to explain complex technical concepts in simple terms
Strong customer service orientation and professionalism
Comfort leading training sessions, webinars, or demos
Strong organizational skills to manage multiple onboardings at once
Ability to create and manage onboarding plans, timelines, and milestones
Proactive problem-solving and attention to detail
Comfortable using and explaining digital platforms or software tools
Proficient with computers
Strong understanding of:
SaaS platforms
APIs and integrations (basic understanding)
CRMs (e.g., Salesforce, HubSpot)
Ticketing or support tools (e.g., Zoho, Zendesk, Intercom)
Project tools (e.g., Asana, Trello, Notion)
Ability to track usage data and onboarding KPIs
Identify trends and provide recommendations to improve processes
High school diploma or GED
1-3+ years of experience in one or more of the following roles:
Onboarding or implementation specialist
Customer success or client services
Technical support
Account management (with a technical product)

Nice To Haves

Experience in a SaaS, tech, healthcare, or platform-based environment is highly preferred.

Responsibilities

User Onboarding & Training
Guide new users through the onboarding process.
Provide live training sessions, webinars, or recorded demos.
Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows.
Account Setup & Configuration
Assist users with setting up their accounts and profiles.
Help configure integrations, APIs, or custom settings as needed.
Ensure user environments are correctly set up before go-live.
Customer Support & Troubleshooting (Early Stage)
Answer user queries during the onboarding phase.
Troubleshoot technical issues and escalate to appropriate teams.
Track and resolve onboarding roadblocks.
Documentation & Resources
Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.
Collaborate with marketing or product teams to update training content.
Client Engagement & Success Monitoring
Monitor engagement metrics (logins, feature usage, etc.) during onboarding.
Follow up with users to ensure they're progressing through onboarding milestones.
Proactively engage at-risk users to ensure successful adoption.
Feedback & Product Insights
Collect and relay user feedback to product or development teams.
Identify common pain points to improve the onboarding flow or platform UI/UX.
Collaboration with Cross-Functional Teams
Work closely with sales, product, customer success, and engineering teams.
Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success.