Onboarding Specialist

Client Support & Onboarding Specialist

We are a SaaS software company seeking a highly organized and detail-oriented Client Support & Onboarding Specialist to ensure a smooth and seamless onboarding experience for our clients. This role requires someone with experience in SaaS businesses who understands different platforms for integration in a conversational capacity and understanding of writing basic AI Prompts. The ideal candidate is a proactive self-starter with excellent communication skills, capable of managing multiple onboardings and ongoing client projects simultaneously.

Key Responsibilities

• Oversee and execute the client onboarding process, ensuring a seamless transition into our platform.
• Act as the primary point of contact during onboarding, guiding clients through setup, best practices, and platform adoption.
• Maintain a strong understanding of integrations and third-party platforms relevant to our software to communicate effectively with clients (without requiring technical expertise).
• Understand how to use popular LLMs (ChatGPT, Gemini, etc.) and write AI prompts for client communication and problem-solving.
• Manage multiple onboardings at the same time, keeping track of progress, documentation, and client needs.
• Collaborate with internal teams to ensure client feedback and requirements are properly communicated.
• Provide ongoing client support, address questions, and troubleshoot non-technical issues as needed.
• Create and maintain onboarding documentation, checklists, and process improvements to enhance the overall client experience.
• Stay informed about platform updates and industry trends to better assist clients.

Required Skills & Qualifications

• Experience: 2+ years in client onboarding, customer success, or project management within a SaaS company.
• Industry Knowledge: Strong understanding of SaaS business models and familiarity with integrations between different platforms.
• Language Proficiency: Native or near-native English fluency (both written and verbal).
• Detail-oriented: Exceptional ability to track tasks, manage documentation, and oversee client progress.
• Multitasking & Organization: Ability to handle multiple client onboardings and support needs simultaneously.
• Self-starter: Works independently with minimal supervision and takes initiative to improve processes.
• Communication & Professionalism: Strong interpersonal skills, with the ability to build relationships and instill confidence in clients.
• Tech-Savvy (Non-Technical): Comfortable discussing integrations and explaining SaaS platform functionalities in a way that is easy for clients to understand.

Preferred Qualifications

• Experience working in a fast-paced SaaS environment with multiple client implementations.
• Familiarity with CRM, project management, and onboarding tools such as HubSpot, Salesforce, Monday.com, or Asana.
• Exposure to common SaaS integrations (e.g., Zapier, API-based connections, marketing automation tools).
• Plus: Experience in the legal/law firm space is a huge plus