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Customer Onboarding Specialist job description

A Customer Onboarding Specialist is a professional dedicated to guiding new clients through the initial stages of using a product or service, ensuring they understand its features, advocating for their needs, and setting them up for long-term success.

Alexandros Pantelakis
Alexandros Pantelakis

HR content specialist at Workable, delivering in-depth, data-driven articles to offer insights into industry and tech trends.

Use this Customer Onboarding Specialist job description template to advertise open roles for your company. Be sure to modify requirements and duties based on the unique needs of the role you’re hiring for.

What is a Customer Onboarding Specialist?

A Customer Onboarding Specialist is a key team member focused on helping new clients effectively integrate a product or service into their operations. They are responsible for ensuring customers understand how to use features optimally, advocating for their needs, and ultimately guiding them towards achieving their goals with the product.

What does a Customer Onboarding Specialist do?

A Customer Onboarding Specialist provides essential support and guidance to new customers, helping them navigate through the early stages of product usage. They answer queries, provide customized advice, troubleshoot issues, and work closely with other teams to ensure a smooth transition for the customer. Their goal is to improve customer satisfaction and retention by making the onboarding process as efficient and helpful as possible.

Customer Onboarding Specialist responsibilities include:

  • Acting as the primary contact for new customers, answering questions, and providing advice.
  • Monitoring setup progress and guiding customers through next steps.
  • Demonstrating features and troubleshooting through calls or video meetings.
  • Working with teams to create and update customer education materials.

Job brief

We are seeking an enthusiastic and tech-savvy Customer Onboarding Specialist to join our dynamic team.

As the first point of contact for new customers, you will play a crucial role in guiding them through the initial stages of our product, ensuring they understand its features and realize its value.

Your responsibilities will include providing personalized support, advocating for customer needs, and collaborating with teams to enhance the onboarding experience.

If you’re passionate about delivering excellent customer service and thrive in a metrics-based environment, this is the perfect opportunity for you.

Responsibilities

  • Act as the primary contact for new customers, answering questions, handling objections, and keeping them engaged.
  • Advocate for customers by capturing and sharing feedback.
  • Proactively contact customers at the first sign of trouble to improve trial conversions.
  • Monitor setup progress on accounts and provide guidance on next steps.
  • Demonstrate or troubleshoot features through scheduled calls or video meetings.
  • Work with the Customer Education team to set up automated outreach and create helpful collateral.
  • Review new job postings to provide constructive feedback based on guidelines.

Requirements and skills

  • 2+ years in Customer Support, Account Management, Customer Success, or a similar field.
  • Bonus points for experience in Customer Onboarding, SaaS industry, or Recruiting.
  • Proficiency with CRM, Customer Success, or Help desk tools.
  • A track record of hitting objectives and embracing new challenges.
  • Bachelor’s Degree.
  • Tech-savvy with the ability to quickly learn new products and explain them to others.
  • Analytical and creative in finding solutions for customers.
  • Excellent communication skills, both verbal and written.
  • Ability to prioritize, multitask, and manage time effectively.
  • Passionate about improving processes and delivering a fantastic customer experience.

Frequently asked questions

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