Onboarding Specialist

Location: Columbus, GA or Atlanta, GA preferred. Open to Remote

We are looking for an Onboarding Specialist to guide new SMB customers through a structured, high-quality onboarding experience that enables successful adoption, early value realization, and a smooth transition into ongoing support and success models. This role operates within the Professional Services & Onboarding organization and plays a critical role in setting the foundation for long-term customer outcomes. The Onboarding Specialist partners closely with Product, Customer Success, Support, PMO, and Performance Insights—executing standardized onboarding engagements that drive adoption and long-term customer success.

What you'll do:

Customer Onboarding & Adoption

• Execute standardized onboarding engagements aligned to defined onboarding frameworks, timelines, and scope
• Guide customers through setup, configuration, and orientation activities to ensure readiness and adoption
• Deliver training and enablement resources tailored to customer needs and maturity
• Identify onboarding risks, escalate issues appropriately, and support resolution to maintain delivery momentum

Delivery Execution & Coordination

• Track onboarding progress against milestones, timelines, and success criteria
• Maintain accurate onboarding documentation, customer notes, and delivery artifacts throughout the engagement lifecycle
• Collaborate cross-functionally to ensure smooth handoffs to Customer Success or Support teams
• Operate within PMO governance frameworks, delivery standards, and Performance Insights reporting models

Continuous Improvement & Enablement

• Contribute to the documentation and refinement of onboarding processes, templates, and best practices
• Participate in feedback loops to improve onboarding quality, consistency, and efficiency
• Support adoption of new tools, methodologies, and operating standards introduced by the organization

AI-Enabled & Data-Driven Ways of Working

• Leverage approved AI tools and automation to improve onboarding efficiency, quality, and consistency
• Use data, dashboards, and AI-supported insights to monitor onboarding health, identify risks early, and inform next steps
• Continuously build AI literacy and apply AI-enabled practices as part of day-to-day delivery
• Contribute to a culture of continuous improvement by identifying opportunities to streamline and enhance onboarding workflows

What you'll bring:

• Experience supporting SaaS onboarding, implementation, or customer enablement engagements
• Strong customer-facing communication, facilitation, and training skills
• Ability to manage multiple onboarding engagements with accountability and attention to detail
• Comfort working within structured delivery frameworks and onboarding plans
• Ability to document requirements, configurations, and processes clearly and accurately
• Familiarity with onboarding methodologies, tools, and delivery frameworks
• Comfort working with data, dashboards, and structured processes
• Organized, proactive, and execution-focused with strong follow-through
• Customer-centric and adaptable in dynamic environments
• Ownership-oriented, proactive, and accountable
• Collaborative team player aligned to shared outcomes and delivery standards
• Analytical and problem-solving skills with a focus on customer outcomes
• Proficient with Windows, Microsoft Office, and Adobe Acrobat applications
• Excellent written and oral communication skills

Why This Role:

• Serve as a key delivery contact during a critical phase of the customer journey, setting the foundation for long-term success
• Work at the intersection of technology, operations, and customer experience in a fast-paced SMB environment
• Operate in an AI-forward environment with access to modern tools that amplify your efficiency and impact
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