Onboarding Implementation Specialist

Location: Remote
Employment Type: Full-Time

Mission

Ensure every new customer achieves a fast, smooth, and confident launch on our AI visualization platform by owning, optimizing, and scaling the onboarding process end-to-end. You will take our current onboarding (60% built), refine and complete the remaining 40%, and deliver a white-glove experience that drives product adoption, customer satisfaction, and long-term retention.

Role Overview

We are seeking a highly organized, customer-centric Onboarding Implementation Specialist to lead the initial implementation journey for new clients. This role bridges product knowledge, lightweight technical guidance, process building, and customer education. You will run onboarding calls, guide new users through setup, maintain project timelines, and ensure every client reaches first value quickly.

You will work closely with Customer Success, Product, and Engineering, but you fully own the onboarding function, creating templates, workflows, training materials, and scalable systems to support our growing customer base.

Key Responsibilities

1. Customer Onboarding & Training (Core Function)

Serve as the primary point of contact for new customers from contract signature through full activation.
Lead live onboarding calls (30–60 minutes) tailored to customer personas and use cases.
Guide customers through product setup, configuration, best practices, and early success milestones.
Translate complex concepts into simple, actionable steps for non-technical end users.
Monitor onboarding progress and ensure timely completion of tasks and deliverables.

2. Implementation Project Management

Build and manage onboarding project plans in Monday.com (future migration to Linear / Product Fastlane anticipated).
Track customer progress, identify blockers, and escalate risks early.
Document onboarding status clearly for cross-functional visibility.
Manage multiple concurrent onboardings while maintaining quality of experience.

3. Process Creation & Optimization (40% Build-Out Expected)

Take our existing onboarding workflows, templates, and messaging (currently 60% complete) and build out the remaining 40%.
Standardize processes across customer types and use cases.
Create SOPs, internal playbooks, and customer-facing materials to support scaling.
Continuously improve onboarding efficiency, time-to-value, and activation outcomes.

4. Customer Education & Training Content

Create training materials, including how-to guides, decks, videos, checklists, and resource libraries.
Help design repeatable onboarding paths tailored to enterprise, mid-market, and SMB segments.
Maintain and update content as product capabilities evolve.

5. Cross-Functional Collaboration

Partner with Customer Success to ensure seamless handoff post-onboarding.
Work with Product & Engineering to surface onboarding friction points and inform roadmap decisions.
Collaborate with Sales on expectations-setting and onboarding scoping during late-stage deals.

Required Skills & Experience

2–4+ years of experience in customer onboarding, implementation, customer success, or similar client-facing roles at a SaaS or tech company.
Strong verbal communication skills; able to confidently run customer-facing calls and demos.
Solid organizational skills; able to manage multiple onboardings simultaneously.
Experience building processes, checklists, templates, or SOPs from scratch.
Ability to translate software workflows and light technical concepts into clear next steps for users.
Comfortable working with tools such as Monday.com, Notion, Loom, Google Workspace, or similar operations/enablement software.

Nice-to-Have Experience

Experience with light technical troubleshooting or explaining APIs/workflows at a high level.
Exposure to AI, visualization tools, or design/imagery platforms.
Background creating video walkthroughs, tutorials, or other training content.
Familiarity with Linear or Product Fastlane (or similar product workflow tools).

Who You Are (Cultural Fit)

Exceptionally organized with strong ownership of process and outcomes.
Empathetic and customer-focused; you love guiding people through learning new tools.
A strong communicator who can break down complexity into clarity.
Comfortable in a fast-paced startup environment where you help build the playbook—not just follow it.
Proactive problem solver who anticipates issues before they impact customers.
Excited about AI, customer experience, and building scalable systems from day one.

Success Metrics

Time-to-first-value and full activation completion rates
Customer satisfaction during onboarding (CSAT/NPS)
Completion and adoption of onboarding workflows & materials
Quality and clarity of onboarding documentation
Internal alignment and reduction of friction across teams