Technical Onboarding Specialist | REMOTE | US

About the role

Russell Tobin & Associates is currently seeking a Technical Onboarding Specialist to work for one of our top global tech clients! In this role, you'll guide customers through a structured Follow Up Boss onboarding experience. You'll help customers complete core account setup, understand available self-service resources, resolve standard technical blockers, and transition successfully to their Customer Success Manager.

Location: Remote (US)

Pay

$31–$33.83 per hour, depending on experience

Responsibilities

• Lead structured customer onboarding and readiness-review sessions.
• Guide customers through core account setup, user activation, system connections, workflows, and automations.
• Help customers use approved self-service resources to complete onboarding tasks independently.
• Monitor onboarding progress, reinforce milestones, and address standard technical questions.
• Troubleshoot common setup and integration issues, escalating complex matters through established support channels.
• Maintain accurate implementation notes, milestones, risks, and status updates in internal systems.
• Coordinate clear, timely handoffs to Customer Success.
• Follow established onboarding playbooks while identifying opportunities to improve consistency and efficiency.

Requirements

• Two or more years of experience in SaaS onboarding, CRM implementation, technical support, customer enablement, or a related role.
• Working knowledge of CRM concepts, including users, stages, workflows, automations, lead routing, and integrations.
• Experience with Follow Up Boss or a similar CRM platform such as Salesforce, HubSpot, or Zoho.
• Experience with Gainsight.
• Strong customer-facing communication and facilitation skills.
• Ability to explain technical concepts clearly to users with varying levels of experience.
• Strong organization and follow-through across multiple concurrent customer engagements.
• Comfort working within standardized processes, documentation requirements, and escalation procedures.
• Customer-first judgment, patience, adaptability, and attention to detail.
• Familiarity with real estate technology is a plus.

Benefits

• Comprehensive healthcare coverage (medical, dental, and vision plans)
• Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity)
• 401(k) retirement savings
• Life and disability insurance
• Employee assistance program
• Legal support
• Pet insurance
• Employee discounts with preferred vendors