Onboarding Specialist

Company Description

ParkingPass.com is a leader in residential and public parking management. We work with multifamily, condo, HOA and public parking operators to simplify their parking operations, while helping them generate additional income streams through our various features and service offerings. ParkingPass is a nationwide company, with clients all over the US & Canada.

Role Description

This is a full-time remote position for an Onboarding Specialist. The Onboarding Specialist is responsible for guiding new customers through the initial setup, configuration, and adoption of our SaaS product. This role is a critical touchpoint in the customer journey, focused on driving early success, maximizing time-to-value, and establishing a strong foundation for long-term customer satisfaction and retention. Key responsibilities include the following:

Customer Onboarding Execution:Manage a portfolio of new customers, ensuring a seamless and structured transition from sales to product utilization.Develop and execute customized onboarding plans tailored to the customer's business needs and technical requirements.Lead implementation calls, training sessions, and solution configuration workshops.

Product Expertise & Training:Become a subject matter expert on the full functionality of the SaaS product and its common use cases.Deliver engaging and effective virtual training to key customer stakeholders and end-users.Create and maintain onboarding materials, documentation, and best-practice guides.Cross-Functional Collaboration:Serve as the primary liaison between the customer and internal teams (Support, Product, Sales).Hand-off successfully onboarded customers to the Customer Success Manager team for ongoing relationship management.Provide feedback to the Product team on common configuration challenges or necessary feature improvements.

Success Measurement & Optimization:Monitor and track key onboarding metrics, such as time-to-first-value (TTFV), feature adoption rates, and customer satisfaction (CSAT) scores.Proactively identify and mitigate risks that could lead to churn or implementation delays.

Qualifications

Exceptional written and verbal communication skills, with the ability to explain complex technical concepts simply.Strong project management and organizational abilities.Proficiency with CRM software (HubSpot).High degree of technical aptitude and comfort with new software and APIs.Customer-obsessed and highly empathetic.A proactive, results-oriented, and problem-solving mindset.Ability to thrive in a fast-paced, startup-like environment.Experience in SaaS onboarding is a plus.

Compensation$55K$400 Monthly Insurance Stipend3 Weeks PTO