Onboarding Specialist, Wealth.com

• 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

Desirable

• 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
• You will be the client’s first dedicated point of contact post-sale, ensuring they achieve fast time-to-value by providing expert training and seamless platform setup
• You will own the process of turning a new logo into an active, happy user, ensuring a smooth and professional handoff to the Client Success team
• 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
• The handoff to the Client Success team is seamless, with all necessary documentation and context provided, leading to strong client retention
• You are recognized as the primary product expert and key advocate for the initial new client experience