Role overview
The Onboarding Specialist leads hands-on onboarding and technical setup for new customers of a marketing intelligence platform. Combining customer consultation, technical configuration, and project management, this role connects data sources, guides API integrations and data migration, and moves customers from kickoff to a successful go-live.
Implementation Ownership
- Lead each new customer's implementation as the primary technical guide from kickoff through launch.
- Configure product settings, permissions, and workflows to support customer needs.
- Serve as a subject matter expert for API integrations and data migration.
- Troubleshoot setup issues and coordinate resolutions with Support or Engineering.
- Own onboarding timelines, milestones, and deliverables while managing expectations and keeping projects on track.
- Communicate progress, risks, and next steps clearly to customers and internal partners.
- Collaborate with Sales, Customer Success, Product, and Support, sharing feedback on onboarding friction, product gaps, and recurring blockers.
- Develop onboarding documentation and implementation playbooks.
Technical and Customer-Facing Experience
- A bachelor's degree in Computer Science, Information Technology, or a related field.
- At least two years of SaaS implementation experience and at least two years in solutions engineering and technical onboarding.
- Experience in customer-facing technical roles.
- Comfort with APIs, integrations, frontend technologies, data concepts, software troubleshooting, and problem solving.
- The ability to explain technical topics to nontechnical stakeholders and manage multiple high-impact projects concurrently.
- Strong project management and communication, careful organization, attention to detail, and composure under pressure.
Preferred experience
- Experience with analytics, martech, data platforms, or attribution tools.
Remote Work and Compensation
The role is remote in the United States. Physical offices are located in San Francisco and Los Angeles.
Base salary is $140,000–$165,000 USD, with actual compensation dependent on experience, skills, and location. Equity is offered separately.
Benefits and Interview Process
- Medical, dental, and vision coverage and a 401(k) plan.
- Flexible PTO, 12 company-paid holidays, and 12 weeks of paid parental leave.
- A $500 work-from-home stipend.
The process typically starts with a 30-minute recruiter interview and a video meeting with the hiring manager, followed by a role-specific video interview, video or onsite meetings with team members, and a final video conversation with the CEO/co-founder. The process generally involves five to seven interviews and approximately five to eight hours in total. Applications are accepted on an ongoing basis.