Customer Onboarding Specialist

About Appspace

At Appspace, we’re passionate about creating better work experiences for people everywhere, and we’re looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you’re at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that’s helping people everywhere love where they work.

Your Role as an Customer Onboarding Specialist

As an Customer Onboarding Specialist, you will be instrumental in guiding our new clients through a successful implementation and initial adoption of our platform. Working closely with the Onboarding Manager and Project Manager, you will be responsible for executing the onboarding plan, providing hands-on support, and ensuring clients quickly realize value from our solution. This role is perfect for a detail-oriented, client-focused individual with a passion for technology and helping others succeed.

A Day in the Life of an Customer Onboarding Specialist

Client Onboarding & Implementation

• Execute client onboarding plans, including system configuration, data migration, and initial setup.
• Provide direct support and guidance to clients throughout the implementation process.
• Conduct training sessions for clients on platform features and best practices.
• Monitor client progress during onboarding, proactively identifying and addressing potential challenges.
• Collaborate with clients to understand their specific needs and configure the platform to maximize their success.
• Ensure a smooth transition for clients from sales to onboarding, and from onboarding to the Customer Success and Support teams.

Client Relationship & Communication

• Build and maintain positive relationships with client stakeholders during the onboarding phase.
• Understand client business objectives and guide them on how our platform can best meet their needs, maximizing product adoption and value realization.
• In collaboration with the Project Manager, communicate regularly with clients on project status, upcoming milestones, and any potential issues.
• Act as a primary point of contact for client inquiries and technical questions during onboarding.
• Gather client feedback to contribute to product and process improvements.

Documentation & Process Improvement

• Maintain accurate and up-to-date documentation of client configurations and onboarding progress.
• Contribute to the creation and refinement of internal onboarding playbooks, guides, and training materials.
• Identify opportunities to improve the efficiency and effectiveness of the onboarding process.
• Collaborate with cross-functional teams (Sales, Product, Engineering, Customer Success) to ensure a cohesive customer journey.

What You’ll Need

• Bachelor's degree in Business, Computer Science, or a related field.
• 1-3 years of experience in a client-facing role within a SaaS environment, such as a support specialist, technical consultant, or entry-level customer success role.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving skills and a proactive approach to issue resolution.
• A strong desire to help customers succeed and a customer-first mindset.
• Familiarity with Salesforce CRM software, project management tools (Mission Control, Monday.com) and communication platforms (e.g., Slack, MS Teams, Zoom).
• Prior onboarding, implementation or training (even informally) is a significant plus.
• Ability to work collaboratively in a fast-paced, dynamic environment.

The Perks of Working for Appspace

For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pens