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Boardable is seeking an Onboarding Specialist to guide new customers through a successful onboarding experience and help them feel confident using the platform from the start. This customer-facing role supports multiple onboarding paths based on each customer's needs and purchased services.
Key Responsibilities:
- Guide new customers through their onboarding journey from initial handoff through successful launch
- Deliver Boardable's Foundations onboarding program through live, one-to-many Admin and Board Member training webinars
- Facilitate engaging training sessions that help customers understand the platform, build confidence, and prepare for successful adoption
- Deliver dedicated one-to-one Onboarding Services for customers who purchase additional onboarding support
- Lead Boardable's six-step Onboarding Services process: kickoff, Admin Training, Board Training, first meeting preparation, first meeting support, and post-launch review
- Develop a clear understanding of each customer's goals, use cases, workflows, and organizational needs
- Listen for additional customer needs and identify potential opportunities for expansion (increased users, additional functionality, feature or package upgrades)
- Document and communicate identified opportunities to the appropriate Account Manager
- Manage multiple customer onboarding engagements simultaneously while maintaining clear timelines, milestones, communication, and expectations
- Support complex implementations that include Data Migration Services for customers transitioning historical records from another platform
- Serve as the project manager for data migration engagements, coordinating requirements, timelines, customer communication, and handoffs between the customer and Boardable's Product and Engineering teams
- Ensure customers are prepared for launch and have the knowledge, resources, and platform setup needed to successfully adopt Boardable
- Partner closely with Account Management, Sales, Support, Product, and Engineering to provide a seamless transition throughout the onboarding process
- Maintain accurate documentation of onboarding progress, customer needs, risks, opportunities, and next steps
- Identify onboarding challenges and opportunities and provide feedback to help Boardable continuously improve the customer onboarding experience
Success will be measured by the quality, efficiency, and effectiveness of the customer onboarding experience, including: time to launch and onboarding completion, customer participation and completion of onboarding milestones, customer satisfaction with the onboarding experience, successful delivery of Foundations and dedicated Onboarding Services, quality and timeliness of data migration projects, customer readiness and adoption at launch, identification and successful handoff of qualified expansion opportunities to Account Management, onboarding capacity and ability to successfully manage multiple concurrent engagements, and consistency and quality of the overall onboarding experience.
Requirements:
- 2 to 4+ years of experience in SaaS onboarding, implementation, customer success, training, project management, or a related customer-facing role
- Experience managing multiple customer onboarding or implementation projects simultaneously
- Strong presentation and facilitation skills with the ability to lead both one-to-one and one-to-many customer training
- Consultative approach to customer conversations with strong discovery, active listening, and needs identification skills
- Ability to understand customer goals and workflows and connect those needs to opportunities for greater adoption and value
- Commercial awareness and the ability to recognize potential expansion opportunities and effectively transition them to Account Management
- Excellent project management, organization, and follow-through
- Ability to build customer confidence and simplify complex concepts for audiences with varying levels of technical experience
- Strong technical aptitude and comfort working with data migrations, file structures, data mapping, integrations, or similar technical projects
- Confidence coordinating cross-functional projects involving Product and Engineering
- Strong written and verbal communication skills
- Ability to manage a high volume of customers while providing a consistent, organized, and high-quality onboarding experience
- Collaborative mindset and ability to work effectively across Sales, Account Management, Support, Product, and Engineering
