Platform Onboarding Specialist
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Overview
Job Description
The INSXCloud Platform Onboarding Specialist plays a crucial role in ensuring new users (whether customers, clients, or employees) are smoothly introduced to a digital platform, tool, or service. This role often sits at the intersection of customer success, technical support, and training. This is a Hybrid role with time in the Akron Ohio office as well as remote.
ESSENTIAL DUTIES AND RESPONSIBILITIES
User Onboarding & Training
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.
Account Setup & Configuration
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.
Customer Support & Troubleshooting (Early Stage)
Answer user queries during the onboarding phase.
Troubleshoot technical issues and escalate to appropriate teams.
Track and resolve onboarding roadblocks.
Documentation & Resources
Provide onboarding materials like guides, checklists, FAQs, and walkthroughs.
Collaborate with marketing or product teams to update training content.
Client Engagement & Success Monitoring
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.
Feedback & Product Insights
Collect and relay user feedback to product or development teams.
Identify common pain points to improve the onboarding flow or platform UI/UX.
Collaboration with Cross-Functional Teams
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.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.