[Hiring] Onboarding Specialist @Togetherwork

Role Description

We are looking for an Onboarding Specialist to guide new SMB customers through a structured, high-quality onboarding experience that enables successful adoption, early value realization, and a smooth transition into ongoing support and success models. This role operates within the Professional Services & Onboarding organization and plays a critical role in setting the foundation for long-term customer outcomes. The Onboarding Specialist partners closely with Product, Customer Success, Support, PMO, and Performance Insights—executing standardized onboarding engagements that drive adoption and long-term customer success.

What you'll do:

• Customer Onboarding & Adoption
  • Execute standardized onboarding engagements aligned to defined onboarding frameworks, timelines, and scope.
  • Guide customers through setup, configuration, and orientation activities to ensure readiness and adoption.
  • Deliver training and enablement resources tailored to customer needs and maturity.
  • Identify onboarding risks, escalate issues appropriately, and support resolution to maintain delivery momentum.
• Delivery Execution & Coordination
  • Track onboarding progress against milestones, timelines, and success criteria.
  • Maintain accurate onboarding documentation, customer notes, and delivery artifacts throughout the engagement lifecycle.
  • Collaborate cross-functionally to ensure smooth handoffs to Customer Success or Support teams.
  • Operate within PMO governance frameworks, delivery standards, and Performance Insights reporting models.
• Continuous Improvement & Enablement
  • Contribute to the documentation and refinement of onboarding processes, templates, and best practices.
  • Participate in feedback loops to improve onboarding quality, consistency, and efficiency.
  • Support adoption of new tools, methodologies, and operating standards introduced by the organization.
• AI-Enabled & Data-Driven Ways of Working
  • Leverage approved AI tools and automation to improve onboarding efficiency, quality, and consistency.
  • Use data, dashboards, and AI-supported insights to monitor onboarding health, identify risks early, and inform next steps.
  • Continuously build AI literacy and apply AI-enabled practices as part of day-to-day delivery.
  • Contribute to a culture of continuous improvement by identifying opportunities to streamline and enhance onboarding workflows.

Qualifications

• Experience supporting SaaS onboarding, implementation, or customer enablement engagements.
• Strong customer-facing communication, facilitation, and training skills.
• Ability to manage multiple onboarding engagements with accountability and attention to detail.
• Comfort working within structured delivery frameworks and onboarding plans.
• Ability to document requirements, configurations, and processes clearly and accurately.
• Familiarity with onboarding methodologies, tools, and delivery frameworks.
• Comfort working with data, dashboards, and structured processes.
• Organized, proactive, and execution-focused with strong follow-through.
• Customer-centric and adaptable in dynamic environments.
• Ownership-oriented, proactive, and accountable.
• Collaborative team player aligned to shared outcomes and delivery standards.
• Analytical and problem-solving skills with a focus on customer outcomes.
• Proficient with Windows, Microsoft Office, and Adobe Acrobat applications.
• Excellent written and oral communication skills.

Benefits

• Medical, dental, and vision insurance options.
• 100% Employer paid short/long term disability.
• Basic Life.
• 401(k) option with 100% company match up to 4%.
• Non-Exempt employees have a generous accrual policy.
• 10 sick days annually.
• 10 company paid holidays.
• 6 weeks paid parental leave.