Onboarding Specialist

Onboarding Specialist

Location: United States, Full Remote

What You'll Do

• Own the Onboarding Journey: Manage the full onboarding lifecycle from kickoff call to sanity check completion, ensuring clients go live within defined timelines and with a seamless experience.
• Kickoff & Discovery: Lead structured kickoff sessions with new clients to understand their technical environment, workflows, and goals, and set clear expectations for the onboarding process.
• Technical Coordination: Act as the primary liaison between the customer and internal teams (Account Implementation Specialists, Account Integration Specialists, and Graphics) to coordinate token configurations, website integrations, and custom graphics delivery.
• Customer Enablement: Train end users and administrators on CarCutter's platform, including the mobile app, CarCutter Hub, and integration features, to drive early adoption and product proficiency.
• Progress Tracking: Maintain accurate and up-to-date onboarding pipeline records in HubSpot, flagging risks, delays, or "ghost" accounts proactively.
• Issue Resolution: Serve as the escalation point for onboarding blockers, coordinating with technical teams to resolve integration or configuration issues quickly and effectively.
• Handoff to Customer Success: Ensure a smooth and documented transition to the CSM team once the sanity check is validated, sharing key context on customer setup, preferences, and open items.
• Process Improvement: Identify recurring friction points in the onboarding process and collaborate with the CX&Ops team to continuously refine playbooks, timelines, and tooling.
• Ownership: own a proactive communication with the client by giving as much visibility as possible and be the first defender of costs

What We Are Looking For

• Experience: 2+ years of experience in a customer-facing onboarding, implementation, or technical account management role, ideally within a SaaS environment.
• Industry Knowledge: Familiarity with the automotive industry or dealership operations is a strong plus.
• Technical Aptitude: Comfortable with SaaS integrations, APIs, and web-based tools; ability to understand and explain technical concepts to non-technical stakeholders.
• Project Management Skills: Proven ability to manage multiple onboarding projects simultaneously, prioritize effectively, and meet deadlines.
• Communication: Excellent written and verbal communication skills; able to build trust with both technical and business contacts at dealerships and dealer groups.
• Tool Proficiency: Experience with CRM tools (HubSpot or similar) and customer success platforms (Arrows).
• Autonomy: Self-starter who thrives in a fast-paced, remote environment while staying aligned with cross-functional teams across time zones.

What We Offer

• A competitive compensation package with a performance-driven structure.
• The opportunity to shape and grow the US onboarding practice from the ground up.
• A collaborative, international team that moves fast and values your impact.

Hiring Process

• Intro call with our Talent Acquisition team.
• Meeting with the Head of Customer Success.
• Meeting with our Partnership manager.
• Case study.
• Final conversation with our CRO.
• Reference check.

Pay

Package: $80K$