[Hiring] Customer Onboarding Specialist @Sierra Interactive

Role Description

As a Customer Onboarding Specialist at Sierra Interactive, you are the owner of the client onboarding journey and the primary point of accountability for ensuring new customers experience a smooth, successful transition from sale to site launch, and for supporting existing clients through account changes and platform adoption.

• Lead each client from contract to go-live, maintaining momentum, setting clear expectations, and building trust through proactive, high-touch communication.
• Remove blockers, provide solutions, and ensure every client feels guided, informed, and supported.
• This is not a behind-the-scenes role; you are expected to own outcomes, demonstrate strong client management skills, and drive measurable results for every project.

Key Responsibilities

• Client Setup Ownership:
  • Own the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch.
  • Drive client progress by sending proactive nudges and following up via email, phone, and Zoom to ensure clients stay on track.
  • Guide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup.
  • Monitor and manage onboarding tasks using internal project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed.
  • Reignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward.
  • Facilitate a smooth website go-live experience.
• Existing Client & Account Support:
  • Own account reactivations, package changes, and website template conversions for existing clients, guiding each through to completion with the same accountability and communication standard as new client onboarding.
  • Manage go-live requests for sites completed through a new build, template conversion, or reactivation.
• Client Management and Relationship Building:
  • Act as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency.
  • Anticipate client needs before they arise and communicate proactively to prevent confusion or frustration.
  • Build confidence and trust with clients through empathy, professionalism, and accountability in every interaction.
  • Collaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience, including clean, well-documented handoffs at each phase transition.
• Customer Activation and Adoption:
  • Serve as the primary point of contact post-sale through the completion of onboarding and training.
  • Facilitate adoption by connecting clients with the Customer Education Team, providing self-service training resources, or answering basic platform questions.
  • Identify at-risk clients early, including signs of hesitation or resistance to adopting the platform, and coordinate turnaround strategies with internal teams.
  • Promote Sierra’s platform features that help clients achieve measurable success.
• Process Feedback and Refinement:
  • Own your feedback loop by collecting and sharing client insights to improve onboarding processes and materials.
  • Collaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction.
• Educational and Product Guidance:
  • Provide first-line phone support for basic customer education questions during onboarding, including setup and “how-to” guidance on CRM features, IDX, and lead management.
  • Escalate advanced training needs to the Customer Education Team and technical issues to Support.

Qualifications

• Education: High school diploma or GED
• Experience: 1–3+ years working in customer support, project or account coordination, or customer success in a SaaS environment

Requirements

• You take ownership of outcomes end-to-end without needing to be managed, and you follow through until the job is actually done.
• You communicate proactively, reaching out with updates and next steps before a client has to ask.
• You build trust and confidence quickly, with empathy and professionalism, even when a client is frustrated or a project is off track.
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.
• You’re highly organized and able to juggle a full portfolio of concurrent projects, re-prioritizing quickly as risks and deadlines shift.
• You coordinate smoothly across teams, keeping handoffs clean and other teams informed rather than working in isolation.

Interpersonal Abilities

• You're a hard worker — both independently and in group settings — with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details.
• Working with people makes you happy. You're a talented communicator and can artfully break down something complex into smaller, consumable concepts.

Additional Requirements

• A team player who can collaborate effectively with cross-functional teams across the organization.
• A commitment to continuous learning and professional development.
• Prior experience working remotely or with distributed teams is preferred.
• Real estate experience is a plus.

Benefits

• Excellent medical, dental, and vision coverage. Full cost covered for employee, and option to add spouse/partner and dependents.
• 401k retirement plan (up to 4% matching).
• 15 days PTO, 10 paid holidays.
• 12 weeks of paid parental leave.