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Onboarding Specialist - Level II
Onboarding Specialist - Level IIToolWatch (Align Tech) • Lancaster, CA, US
Onboarding Specialist - Level II

Onboarding Specialist - Level II

ToolWatch (Align Tech) • Lancaster, CA, US
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  • [job_card.full_time]
[job_card.job_description]

Onboarding Specialist - Level II

The Onboarding Specialist - Level II is a strategic liaison between high-priority customers and internal teams, ensuring a seamless onboarding experience for sophisticated accounts with diverse needs and larger user bases. This role leverages technical expertise, advanced project management, and strategic customer engagement to drive the efficient adoption of multiple AlignOps products while aligning with client goals.

The Onboarding Specialist - Level II fosters long-term relationships through impactful product consultation, proactive support, and scalable solutions. By collaborating with cross-functional teams, this role continuously refines onboarding processes, contributes to product enhancements, and supports multi-product and enterprise-level client success strategies.

Responsibilities

  • Manage onboarding for large, diverse, and / or accounts with more customized use case(s), ensuring tailored solutions and alignment with client-specific objectives.
  • Oversee the configuration and deployment of one or more AlignOps products, ensuring seamless integrations tailored to client goals and workflows.
  • Provide consultative product guidance to administrators, supervisors, and end-users across multiple product suites, ensuring alignment with business objectives and effective adoption strategies.
  • Act as the primary escalation point for complex technical or process-related challenges during onboarding, collaborating with internal teams to resolve issues promptly.
  • Build and maintain strategic relationships with stakeholders at all levels of client organizations, aligning onboarding success with broader business goals.
  • Drive multi-product adoption by proactively introducing and integrating additional AlignOps solutions into client operations.
  • Audit and optimize onboarding workflows for accounts with higher user counts, ensuring scalability and consistency in delivering value.
  • Lead the development of multi-product training materials, technical guides, and adoption strategies to support sophisticated customer use cases.
  • Partner with customer success, product, and support teams to develop innovative onboarding approaches for clients managing larger, more complex deployments.
  • Monitor customer feedback from high-volume accounts to identify trends and opportunities, recommending and implementing process improvements to enhance the onboarding experience.
  • Lead strategic initiatives and special projects to improve the onboarding journey for complex accounts, including creating scalable processes for multi-product rollouts.
  • Other duties as assigned

Qualifications

  • A bachelor's degree in business, project management, or a related field is preferred; a high school diploma or equivalency is required.
  • 35 years of experience in client-facing roles such as customer success, account management, or onboarding for SaaS products.
  • Experience with software implementation, including consulting on technical solutions or integrations.
  • Demonstrated ability to manage multiple complex and concurrent onboarding projects independently, prioritizing tasks and delivering results for varied use cases.
  • Exceptional communication and problem-solving skills, proven ability to address complex challenges and present solutions with clarity and empathy.
  • Strong technical aptitude, including experience resolving issues and implementing process changes across diverse client environments.
  • Proven ability to identify and resolve time-sensitive or high-priority issues for clients while maintaining professional relationships.
  • Experience creating and maintaining comprehensive documentation to support scalable onboarding processes and a positive customer experience.
  • Proficiency in Excel, Google Workspace, and project management tools. Bonus : Familiarity with Salesforce or similar CRM platforms.
  • Bonus : Experience integrating two or more SaaS products.
  • Bonus : Industry-specific experience in the construction operations industry.

    • This is a full-time remote position located in the United States. Employees hired within a designated radius of the office are expected to work on-site according to a schedule set by management based on the requirements of their role.

    Benefits & Compensation

  • The US base salary range for this full-time position is $65,000-$75,000. Our salary ranges are determined by role, level, and location.
  • The AlignOps benefit program includes health, dental, and vision coverage. In addition, the company offers disability, life insurance, PTO, and a 401(k) plan.
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