Customer Onboarding Specialist

Summary

Join Appspace as a Customer Onboarding Specialist and guide new clients through successful platform implementation and adoption. Collaborate with the Onboarding Manager and Project Manager to execute onboarding plans, provide hands-on support, and ensure clients quickly realize value. This role requires strong client focus, attention to detail, and a passion for technology. Responsibilities include client onboarding and implementation, client relationship and communication, and documentation and process improvement. The ideal candidate will possess a Bachelor's degree, 1-3 years of relevant experience, and excellent communication and problem-solving skills. Appspace offers competitive benefits, including employer-paid medical, dental, and vision coverage, life insurance, a pension plan, paid parental leave, generous PTO, flexible work schedules, and remote work opportunities.

Requirements

• Bachelor's degree in Business, Computer Science, or a related field
• 1-3 years of experience in a client-facing role within a SaaS environment, such as a support specialist, technical consultant, or entry-level customer success role
• Strong organizational skills and the ability to manage multiple tasks simultaneously
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
• Strong problem-solving skills and a proactive approach to issue resolution
• A strong desire to help customers succeed and a customer-first mindset
• Familiarity with Salesforce CRM software, project management tools (Mission Control, Monday.com) and communication platforms (e.g., Slack, MS Teams, Zoom)
• Ability to work collaboratively in a fast-paced, dynamic environment

Responsibilities

• Execute client onboarding plans, including system configuration, data migration, and initial setup
• Provide direct support and guidance to clients throughout the implementation process
• Conduct training sessions for clients on platform features and best practices
• Monitor client progress during onboarding, proactively identifying and addressing potential challenges
• Collaborate with clients to understand their specific needs and configure the platform to maximize their success
• Ensure a smooth transition for clients from sales to onboarding, and from onboarding to the Customer Success and Support teams
• Build and maintain positive relationships with client stakeholders during the onboarding phase
• Understand client business objectives and guide them on how our platform can best meet their needs, maximizing product adoption and value realization
• In collaboration with the Project Manager, communicate regularly with clients on project status, upcoming milestones, and any potential issues
• Act as a primary point of contact for client inquiries and technical questions during onboarding
• Gather client feedback to contribute to product and process improvements
• Maintain accurate and up-to-date documentation of client configurations and onboarding progress
• Contribute to the creation and refinement of internal onboarding playbooks, guides, and training materials
• Identify opportunities to improve the efficiency and effectiveness of the onboarding process
• Collaborate with cross-functional teams (Sales, Product, Engineering, Customer Success) to ensure a cohesive customer journey

Preferred Qualifications

Prior onboarding, implementation or training (even informally) is a significant plus

Benefits

• For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment