Onboarding Specialist

Role Summary

An Onboarding Specialist is responsible for guiding customers through the successful activation, integration, and adoption of a complex AI-powered platform. This role involves collaborating with clients and internal teams to ensure smooth deployment, maximize platform value, and drive successful user onboarding and operational readiness. The position requires a blend of technical knowledge, customer success skills, and project management expertise to support multiple customer engagements simultaneously within a structured delivery framework.

Responsibilities

• Deliver product demonstrations, technical briefings, and customer onboarding sessions for the platform.
• Lead customer onboarding activities including account activation, user provisioning, and resource configuration.
• Conduct live walkthroughs of platform capabilities such as assets, assessments, support, and AI assistant features.
• Train customer administrators on platform setup, configuration, and best practices.
• Aid in integrating platform components like telemetry sources, device onboarding, and cloud services.
• Support deployment of platform features including Link deployment, telemetry collection, and data ingestion.
• Ensure customer understanding of support entitlements and service tiers to maximize benefits.
• Troubleshoot technical issues related to connectivity, authentication, firewalls, and configuration.
• Manage customer engagement milestones, track progress, and communicate updates and risks.
• Collaborate with internal teams to resolve technical blockers and improve deployment processes.

Qualifications

• Minimum of 2 years of experience in customer onboarding, technical support, or solution delivery roles.
• Proven ability to guide customers through technology adoption, implementation, and training.
• Strong communication and presentation skills, capable of explaining technical concepts to diverse audiences.
• Basic understanding of TCP/IP networking, routing, switching, VLANs, and wireless networking principles.
• Familiarity with SaaS deployment, integrations, and cloud management platforms.
• Knowledge of virtualization technologies (e.g., VMware vSphere) and data integration concepts.
• Excellent problem-solving, troubleshooting, and organizational skills.
• Ability to manage multiple projects within a milestone-driven environment.
• Availability to work remotely and independently with minimal supervision.
• Must be legally authorized to work in the United States.

This is a fully remote role and can be performed from an approved location.