Technical Onboarding Specialist [SK-18639]

About the role

Join a leading innovator in the real estate technology sector, revolutionizing how clients engage with their customers through advanced digital solutions. This is an exciting opportunity to connect with a forward-thinking organization, partnered with Aquent, that is deeply committed to empowering its users and driving success in a dynamic industry. Are you a natural problem-solver with a passion for guiding users through technical solutions? We are seeking a dynamic individual to play a pivotal role in ensuring customers successfully launch and maximize the value of an advanced CRM platform. In this exciting position, you won’t just be configuring systems; you’ll be the crucial link that empowers users, helping them unlock the full potential of innovative tools. You will be the trusted guide for new customers, leading them through a structured onboarding journey. From initial setup to understanding advanced features, you’ll ensure a smooth transition, empowering users to independently manage their accounts and leverage powerful CRM capabilities, directly contributing to their success and the overall growth of the platform.

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.
• 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.

Preferred Qualifications

• Familiarity with real estate technology.