Onboarding Specialist - Remote

Overview

We are looking for a highly organized and customer-obsessed Onboarding Specialist to guide our new financial advisor clients through their initial setup, configuration, and implementation journey. This is a critical, high-impact role that sets the foundation for our clients' long-term success.

In Short

• Own the implementation process for a portfolio of new SMB customers.
• Execute onboarding project plans, setting clear timelines and tracking milestones across all client stakeholders.
• Conduct engaging, hands-on training sessions (virtual) to ensure financial advisors and their teams are proficient in using the platform's core features.
• Manage initial account configuration, data setup, and any necessary technical integrations (e.g., CRM synchronization).
• Proactively communicate with clients regarding their onboarding status, managing expectations and ensuring accountability to stay on schedule.
• Create and maintain high-quality onboarding documentation, training materials, and best-practice guides.
• Proactively identify potential roadblocks or issues during the onboarding phase and collaborate cross-functionally with Customer Success, Sales, Product, and Engineering to resolve them quickly.
• Define success criteria for each new client and execute a smooth, professional handoff to the assigned Client Success Manager upon completion of the implementation phase.
• Gather and surface customer feedback from the initial experience to inform improvements in our product and processes.
• New customers are consistently onboarded ahead of or on schedule, resulting in high initial product adoption and usage metrics.

Requirements

• 2+ years of experience in a customer-facing role such as Onboarding Specialist, Implementation Consultant, or Client Success in a SaaS environment.
• Proven ability to manage multiple complex implementation projects simultaneously with exceptional organizational and time management skills.
• Strong verbal communication and presentation skills, capable of clearly training and influencing diverse groups of users (e.g., financial advisors).
• A 'hands-on' approach with a passion for process efficiency, documentation, and continuous improvement.
• The ability to diagnose customer needs and translate them into a clear implementation path.

Benefits

• Competitive Salary.
• Fully remote, flexible work environment. We do however meet together in person several times a year.
• Excellent Medical, Dental, and Vision insurance options, with low-cost premium structures that demonstrate our commitment to offering great value to our employees.
• 100% Company Paid Basic Life Insurance, Short Term and Long Term Disability.
• 100% Paid Parental Leave upon eligibility.
• Company equity managed through Carta.
• 401k with Match and 100% vesting upon hire.
• Flexible PTO in an environment where taking time off to relax or recharge is supported and encouraged.
• Take time off for holidays—and yes, your birthday counts too. Celebrate, relax, and recharge without thinking twice.
• Free estate planning for life!