Platform Onboarding Specialist
INSXCloud Inc. is a company that focuses on providing digital platforms and services. The Platform Onboarding Specialist plays a crucial role in ensuring new users are smoothly introduced to these services, involving user training, account setup, and customer support.
Responsibilities
- Guide new users through the onboarding process
- Provide live training sessions, webinars, or recorded demos
- There may be onsite presentations with some travel required
- Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows
- Assist users with setting up their accounts and profiles
- Help configure integrations, APIs, or custom settings as needed
- Ensure user environments are correctly set up before go-live
- Answer user queries during the onboarding phase
- Troubleshoot technical issues and escalate to appropriate teams
- Track and resolve onboarding roadblocks
- Provide onboarding materials like guides, checklists, FAQs, and walkthroughs
- Collaborate with marketing or product teams to update training content
- Monitor engagement metrics (logins, feature usage, etc.) during onboarding
- Follow up with users to ensure they're progressing through onboarding milestones
- Proactively engage at-risk users to ensure successful adoption
- Collect and relay user feedback to product or development teams
- Identify common pain points to improve the onboarding flow or platform UI/UX
- Work closely with sales, product, customer success, and engineering teams
- Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success
Skills
- Excellent verbal and written communication skills
- Ability to explain complex technical concepts in simple terms
- Strong customer service orientation and professionalism
- Comfort leading training sessions, webinars, or demos in person for large or small groups
- Strong organizational skills to manage multiple onboardings at once
- Ability to create and manage onboarding plans, timelines, and milestones
- Proactive problem-solving and attention to detail
- Comfortable using and explaining digital platforms or software tools
- Proficient with computers
- Strong understanding of SaaS platforms
- Basic understanding of APIs and integrations
- Familiarity with CRMs (e.g., Salesforce, HubSpot)
- Experience with ticketing or support tools (e.g., Zoho, Zendesk, Intercom)
- Experience with project tools (e.g., Asana, Trello, Notion)
- Ability to track usage data and onboarding KPIs
- Identify trends and provide recommendations to improve processes
- High school diploma or GED
- 1-3+ years of experience in one or more of the following roles: Onboarding or implementation specialist, Customer success or client services, Technical support, Account management (with a technical product), Experience in a SaaS, tech, healthcare, or platform-based environment is highly preferred
Benefits
- Employee benefits medical
- Dental
- Vision
- Life
- Participation in the company 401(k) plan
Company Overview