- Company Name
- Steer
- Job Title
- Onboarding Specialist
- Job Description
-
**Job Title:**
Onboarding Specialist
**Role Summary:**
Serve as a key member of the onboarding team to deliver a seamless digital experience for automotive repair shop clients. Bridge customer success, technical implementation, and product configuration to ensure clients receive value from day one. Own the end‑to‑end onboarding process, from outreach and requirements gathering to configuration, training, and conversion to paid service.
**Expectations:**
- Drive customer adoption, satisfaction, and retention through high‑touch onboarding.
- Meet or exceed Key Performance Indicators such as Time to Live, Time to Onboarding Complete, and free‑trial to paid conversion rates.
- Work independently and collaborate with product, integration, and support teams to deliver consistent, scalable onboarding experiences.
**Key Responsibilities:**
- Manage the full onboarding lifecycle for multiple product suites (AutoOps scheduling, Steer CRM).
- Conduct initial outreach, gather customer requirements, and coordinate setup activities.
- Configure and tailor customer‑facing templates, scheduling tools, and CRM integrations (no custom development required).
- Deliver training and enablement to clients, ensuring they can fully utilize the platform.
- Troubleshoot and resolve technical issues, coordinating updates to live configurations as needed.
- Serve as the primary point of contact throughout the onboarding journey, maintaining high engagement and support quality.
- Collaborate with integration, scheduling, and CRM specialists to create a smooth, end‑to‑end experience.
- Own the free‑trial to paid conversion process, ensuring clear adoption pathways and timely follow‑up.
- Continuously learn and apply new knowledge related to AutoOps and Steer products to improve onboarding processes.
**Required Skills:**
- 2+ years in customer onboarding, success, or SaaS implementation support.
- Experience managing client‑facing products, templates, dashboards, or embedded experiences.
- Strong written and verbal communication, with a customer‑first mindset.
- Excellent organization and project management; ability to run multiple onboards simultaneously.
- Proactive, resourceful, and ownership-driven—anticipates needs and takes initiative.
- Ability to analyze and drive KPIs such as Time to Live and Time to Onboarding Complete.
- Proficiency with a CRM platform (HubSpot, Salesforce, etc.).
- Experience onboarding and training on multiple product modules.
**Nice‑to‑Have Skills:**
- Familiarity with templated content platforms, CMS, or WYSIWYG editors.
- Exposure to scheduling or CRM tools and technical troubleshooting/escalation workflows.
- Prior involvement in launching or iterating new product/service offerings.
**Required Education & Certifications:**
- Bachelor’s degree in business, marketing, information technology, or related field preferred but not mandatory.
- Relevant certifications (e.g., HubSpot Academy onboarding specialist, Salesforce Administrator) are advantageous.