[Hiring] Onboarding Coach @Puzzle Consulting Services

Role Description

The Onboarding Coach owns the customer relationship from the first call onward — guiding new customers through setup, confirming the platform is configured against the goals set in their initial demo, and staying engaged as their long-term point of contact to keep usage consistent. This is not a hand-off role: the Coach stays with the customer well past onboarding, which makes clear communication, disciplined process, and QA rigor the core of the job.

Key Responsibilities

• Onboarding Facilitation & QA
  • Lead live quickstart/onboarding calls with new customers.
  • Walk customers through platform setup, confirming it's aligned to the goals stated in their initial demo.
  • QA all setup items completed by the Setup Team via Asana - confirm nothing is skipped before considering a customer fully set up.
  • Direct customers to the right resources in Docebo (LMS) for self-serve learning.
  • Track and report on time-to-value and time-to-live milestones.
• Ongoing Customer Success & Usage Coaching
  • Own a portfolio of roughly 100–150 live customer accounts post-onboarding.
  • Monitor usage and adoption trends; proactively re-engage customers whose usage drops.
  • Maintain a consistent, clear communication cadence with customers.
  • Stay the customer's primary point of contact from the quickstart call through the full lifecycle - not a handoff after onboarding.
• Process & Systems
  • Track onboarding milestone completion in Asana.
  • Use Docebo to direct and confirm customer training progress.
  • Escalate setup gaps or blockers to the Setup Team or Account Management as needed.

Qualifications

• Experience in customer success, onboarding, or client-facing coaching/training roles.
• Comfortable learning and navigating new software platforms quickly.
• Strong written and verbal communication skills.
• Able to manage a high-volume portfolio (100–150 accounts) with consistency and organization.
• Preferred: experience in the collision repair industry.

Core Competencies

• Customer Communication — clear, consistent, sets and manages expectations.
• Process Adherence — follows the prescribed onboarding process without skipping steps.
• Ownership — treats QA and follow-through as their responsibility, not the Setup Team's.
• Platform / Tech Comfort — learns new software quickly and coaches others through it.
• Organization — manages 100–150 accounts without things falling through the cracks.

Tools & Systems Used

• BodyShop Booster platform (the CRM itself).
• Asana - onboarding milestone tracking and setup QA.
• Docebo - directing customers to training/LMS content.
• Zoom/calls - live onboarding and check-in calls.
• Google Workspace.

What Success Looks Like (First 90 Days)

• Fully learns the BodyShop Booster platform and internal coaching process.
• Follows the prescribed onboarding process consistently, without skipping steps.
• Accurately QAs and tracks setup completion for assigned accounts in Asana.
• Builds early trust with customers through clear, reliable communication.