Customer Onboarding Specialist

We are seeking a Customer Onboarding Specialist to serve as a primary coordinator and product expert within our Customer Success organization. In this implementation-focused role, you will collaborate with clients to manage their journey from post-sale to active usage, ensuring our platform is effectively configured and integrated into their daily operations to drive early success.
The ideal candidate is a proactive communicator who excels at task management and project coordination. You will be responsible for accelerating go-live timelines by assisting clients with platform setup, providing standard technical guidance, and ensuring a smooth transition for our partners.
Key Responsibilities
1. Implementation & Project Coordination

Execute the onboarding process for new accounts, ensuring all milestones are met and the client is successfully set up on the Ubeya platform.

Facilitate client kick-off meetings and regular status updates to keep projects on track and maintain clear communication with all stakeholders.

Support user adoption by identifying potential roadblocks and providing practical solutions to ensure teams are comfortable using the platform.

Conduct formal hand-off reviews to transition fully onboarded, healthy clients over to their dedicated Customer Success Manager (CSM).

2. Client Enablement & Support

Guide clients through standard setup and best practices to optimize their workflows within the platform.

Deliver training sessions and create resources that help clients realize the value of the solution quickly and efficiently.

Consult with clients on best practices to integrate our solution seamlessly into their existing workflows.

3. Technical Support & Integration

Assist with standard software integrations and data imports, ensuring clean synchronization between Ubeya and client HRIS or CRM systems.

Troubleshoot technical issues during the implementation phase and coordinate with the product team to resolve complex queries.

Skills & Qualifications
Required:

Experience: 2+ years in customer-facing roles, implementation, or technical support, preferably within a SaaS environment.

Communication & Project Management: Strong verbal and written communication skills with the ability to manage multiple projects simultaneously and meet deadlines.

Technical Troubleshooting: Comfortable working with software integrations, data mapping, and basic technical configurations to solve client problems.

Collaboration: A team player who can work across departments to ensure client success and contribute to internal process improvements.

Preferred:

Familiarity with Customer Success platforms / CRM platforms (e.g. Gainsight, Totango, ChurnZero, Salesforce, HubSpot).

Experience with data mapping, CSV imports, or basic knowledge of APIs and webhooks.

Project Management certification (e.g., PMP, CAPM) is a plus.

Strategic Success Metrics (KPIs)

Time to Go-Live: Monitoring and optimizing the duration from the initial kick-off to the client’s first successful platform usage.

Implementation CSAT: Customer satisfaction scores collected specifically regarding the quality and efficiency of the onboarding experience.

Task Completion Rate: Percentage of onboarding milestones and setup tasks completed within the scheduled project timeline.