Onboarding Specialist Jobs

About The Position

Requirements

• Strong customer service, relationship-building, and customer advocacy skills.
• Confident and professional presence when facilitating customer-facing video meetings.
• Excellent verbal and written communication skills, including the ability to explain processes clearly and concisely.
• Strong organization, scheduling, project coordination, and follow-through skills.
• Ability to manage multiple customer onboarding plans and competing priorities in a fast-paced environment.
• Ability to collaborate across departments, clarify ownership, and maintain accountability without direct authority.
• Strong attention to detail and commitment to accurate documentation and data integrity.
• Sound judgment, problem-solving skills, and the ability to identify and escalate risk appropriately.
• Customer-first mindset with professionalism, empathy, accountability, and respect for colleagues and customers.
• Proficiency with Microsoft Office applications and Microsoft Teams; experience with CRM, ERP, reporting, and workflow tools preferred.
• Ability to learn RxSight products, customer workflows, quality requirements, and departmental procedures.

Nice To Haves

• Associate’s or Bachelor’s degree preferred; an equivalent combination of education and relevant experience will be considered.
• One to three years of experience in customer onboarding, customer service, customer success, project coordination, operations, implementation, or a related field preferred.
• Experience facilitating virtual customer meetings and coordinating work across multiple internal teams preferred.
• Experience in medical device, healthcare, manufacturing, or another regulated industry preferred.
• Experience with Salesforce, QAD, Power BI, Smartsheet, SharePoint, or similar business systems preferred.
• Training must be completed according to company training requirements and the departmental training plan for this position.

Responsibilities

• Serve as the primary onboarding point of contact and concierge for assigned new customers during the first 90 days.
• Manage onboarding activities from internal handoff through completion of the 90-day graduation review.
• Schedule, prepare, and facilitate customer-facing onboarding meetings through Microsoft Teams video conferencing.
• Conduct or coordinate pre-go-live welcome meetings, first-week check-ins, and 30-, 60-, and 90-day reviews.
• Provide proactive communication regarding upcoming milestones, deliverables, responsibilities, and deadlines.
• Help customers understand what to expect, where to find resources, and how to obtain support.
• Build professional relationships with customer contacts and create a welcoming, organized experience.
• Maintain onboarding plans, milestones, status, meeting notes, action items, owners, and due dates in approved business systems.
• Confirm that required customer profile, contract, operational readiness, billing, go-live, and risk information is transferred during handoff.
• Track dependencies and follow up with internal partners to help keep onboarding activities on schedule.
• Document decisions, customer questions, open issues, and next steps after each onboarding touchpoint.
• Monitor onboarding health and escalate delays, gaps, or unresolved concerns before they materially affect the customer experience.
• Support an orderly transition from active onboarding to the standard ongoing Customer Success engagement cadence.
• Coordinate customer education related to ordering, cut-off times, DOS and second-lens shipment processes, support pathways, billing contacts, consignment responsibilities, inventory expiration, field scrap, and RMA/cRMA processes.
• Use approved presentations, knowledge articles, job aids, and customer-facing materials to reinforce consistent information.
• Confirm customer understanding, capture follow-up questions, and connect customers with subject matter experts when needed.
• Review early ordering, usage, inventory, billing, and service indicators to identify adoption risks and opportunities for additional support.
• Promote customer confidence, compliance, and self-sufficiency throughout the onboarding experience.
• Collaborate with Sales, Contracts, Clinical, Field Service, Customer Success, Consignment Inventory, Finance, Quality, Supply Chain, Operations, Warehouse, and other partners.
• Coordinate the customer experience across functions without replacing the functional ownership of internal subject matter experts.
• Facilitate clear communication during issues and align participants on next steps, ownership, and timing.
• Escalate customer-impacting risks using established channels and continue tracking until ownership and a recovery plan are documented.
• Participate in onboarding process reviews and continuous improvement activities.
• Maintain accurate customer onboarding records and protect the quality and confidentiality of customer and company information.
• Support onboarding scorecards, readiness reviews, status reporting, and performance metrics.
• Identify recurring customer questions, handoff gaps, and process friction; recommend practical improvements.
• Assist with the development and maintenance of onboarding playbooks, templates, checklists, knowledge articles, and customer-facing materials.
• Follow approved standard work, departmental procedures, quality requirements, and training expectations.
• Perform other related duties and projects as assigned.