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

• 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).
• 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.
• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.