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INSXCloud Inc. · 6 days ago

Platform Onboarding Specialist

INSX 4040 EMBASSY PARKWAY SUITE 270 - AKRON, OH 44333

Full-time

Hybrid

Entry, Mid Level

$25/hr - $26.50/hr

1+ years exp

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.

BillingHealth CareMedical DeviceProfessional ServicesSoftwareWeb DesignWeb Development

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

Qualification

Customer service orientationSaaS platformsAPIsIntegrationsProject managementTechnical supportCRMsAnalytical thinkingDigital platform proficiencyCommunicationOrganizational skillsProblem-solving

Required

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