Senior Onboarding Specialist

Great Gray • Las Vegas, NV

6d • Hybrid

About The Position

RPAG, a subsidiary of Great Gray Group, is seeking a Senior Onboarding Specialist to join their Customer Success team. This role focuses on managing complex client onboarding engagements, mentoring junior staff, refining the onboarding process, and serving as a strategic advisor to key clients. The ideal candidate will be a platform and process expert, driving client adoption and ensuring successful platform utilization. The position is based in Las Vegas, NV, with a hybrid work model (4 days onsite, 1 day remote).

Requirements

• Bachelor’s degree and 5+ years of experience in client onboarding, customer success, training, or a related client-facing discipline, preferably in financial services, fintech, or SaaS.
• Demonstrated track record of managing complex, high-value client relationships and delivering measurable adoption outcomes.
• Experience with adult learning principles, instructional design, or formal training program development.
• Deep familiarity with the retirement planning or wealth management industry strongly preferred.
• Exceptional presentation, facilitation, and communication skills; able to engage and influence audiences ranging from end users to C-suite stakeholders.
• Experience working cross-functionally and influencing without direct authority.
• Proficient in Salesforce or comparable CRM; experience with LMS or digital training platforms is a plus.
• Strong analytical mindset with the ability to interpret adoption data and translate insights into action.
• Experience mentoring or informally leading peers; prior team lead or senior individual contributor experience preferred.
• Highly organized, self-directed, and comfortable operating with independence in a fast-paced environment.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Comfortable navigating ambiguity.
• Entrepreneurial mindset to bring best practice ideas to the team.
• Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Nice To Haves

• Experience with LMS or digital training platforms is a plus.

Responsibilities

• Own the end-to-end onboarding experience for complex, high-priority, or enterprise-level advisor clients, from kickoff through full platform activation.
• Design, deliver, and continuously refine structured onboarding programs, training curricula, and client-facing resources.
• Act as a senior platform subject matter expert, providing in-depth guidance on RPAG features, workflows, and best practices.
• Develop a deep understanding of each client’s business model and goals, and tailor the onboarding experience accordingly to drive meaningful adoption.
• Monitor and analyze client adoption and engagement data; proactively identify risk and develop mitigation strategies to ensure successful platform utilization.
• Mentor and support junior Onboarding Specialists, serving as a resource for escalated questions and providing coaching on best practices.
• Lead the development and maintenance of onboarding playbooks, scalable training materials, and knowledge base content.
• Collaborate cross-functionally with Sales, Product, Marketing, and Customer Support to align on client messaging, drive feedback loops, and improve the overall client experience.
• Represent the onboarding team in product roadmap discussions, contributing the client perspective to feature prioritization.
• Maintain accurate and detailed records of client engagement and onboarding progress in Salesforce.
• Travel to client sites, company events, and industry conferences to deliver training and deepen relationships (travel expected approximately 4–6 weeks per year).
• Complete other related duties as assigned.

Benefits

• Be an integral part of a high-growth organization!
• Competitive compensation package
• Group medical, dental and vision insurance
• Employer-paid life and disability insurance
• Annual well-being stipend
• Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior