Platform Onboarding Specialist

INSXCloud Inc. is a company that focuses on providing digital platforms and services. The Platform Onboarding Specialist plays a crucial role in ensuring new users are smoothly introduced to these services, involving user training, account setup, and customer support.

Responsibilities

• Guide new users through the onboarding process
• Provide live training sessions, webinars, or recorded demos
• There may be onsite presentations with some travel required
• Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows
• Assist users with setting up their accounts and profiles
• Help configure integrations, APIs, or custom settings as needed
• Ensure user environments are correctly set up before go-live
• Answer user queries during the onboarding phase
• Troubleshoot technical issues and escalate to appropriate teams
• Track and resolve onboarding roadblocks
• Provide onboarding materials like guides, checklists, FAQs, and walkthroughs
• Collaborate with marketing or product teams to update training content
• Monitor engagement metrics (logins, feature usage, etc.) during onboarding
• Follow up with users to ensure they're progressing through onboarding milestones
• Proactively engage at-risk users to ensure successful adoption
• Collect and relay user feedback to product or development teams
• Identify common pain points to improve the onboarding flow or platform UI/UX
• Work closely with sales, product, customer success, and engineering teams
• Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success

Skills

• Excellent verbal and written communication skills
• Ability to explain complex technical concepts in simple terms
• Strong customer service orientation and professionalism
• Comfort leading training sessions, webinars, or demos in person for large or small groups
• Strong organizational skills to manage multiple onboardings at once
• Ability to create and manage onboarding plans, timelines, and milestones
• Proactive problem-solving and attention to detail
• Comfortable using and explaining digital platforms or software tools
• Proficient with computers
• Strong understanding of SaaS platforms
• Basic understanding of APIs and integrations
• Familiarity with CRMs (e.g., Salesforce, HubSpot)
• Experience with ticketing or support tools (e.g., Zoho, Zendesk, Intercom)
• Experience with project tools (e.g., Asana, Trello, Notion)
• Ability to track usage data and onboarding KPIs
• Identify trends and provide recommendations to improve processes
• High school diploma or GED
• 1-3+ years of experience in one or more of the following roles: Onboarding or implementation specialist, Customer success or client services, Technical support, Account management (with a technical product), Experience in a SaaS, tech, healthcare, or platform-based environment is highly preferred

Benefits

• Employee benefits medical
• Dental
• Vision
• Life
• Participation in the company 401(k) plan

Company Overview