Onboarding Specialist

Summary

Genius AI is building technology to help local businesses run themselves. The company is seeking an Onboarding Specialist to partner with Account Executives and guide high-revenue customers through a smooth onboarding and implementation experience. The role owns end-to-end onboarding, customer communication, troubleshooting, documentation, and cross-functional collaboration to ensure customers are activated successfully.

Responsibilities

• Partner closely with Account Executives to onboard high-revenue prospective and newly closed accounts, ensuring a seamless handoff from Sales to Onboarding
• Own and manage the end-to-end onboarding process, guiding customers through key milestones including:
• Data transfer and migration
• Payments and financial setup
• Website and online booking configuration
• Team member onboarding and permissions
• Enablement of advanced product features
• Serve as the primary point of contact for customers during onboarding, proactively managing timelines, expectations, and risks
• Conduct onboarding calls, working sessions, and product walkthroughs tailored to customer needs and business complexity
• Identify blockers or technical challenges and collaborate with internal teams to resolve issues efficiently
• Ensure customers are fully activated and confident using the platform by the end of the onboarding period
• Maintain accurate documentation and notes in CRM and onboarding tools to track progress and outcomes
• Share customer feedback and onboarding insights with Sales, Product, and Customer Experience teams to continuously improve onboarding processes

Skills

• 1-2+ years of experience in onboarding, implementation, customer success, sales support, or a related customer-facing role
• Proven ability to manage multiple onboarding engagements simultaneously while maintaining a high level of quality and customer satisfaction
• Strong collaboration skills with Sales teams, particularly Account Executives, in a fast-paced environment
• Comfort working with technical and operational workflows such as data migration, payments setup, and system configuration
• Excellent communication skills, with the ability to explain complex concepts clearly to both technical and non-technical audiences
• Highly organized, detail-oriented, and proactive in identifying risks and driving projects to completion
• Experience working with CRM and customer tools (e.g., HubSpot, Salesforce, internal onboarding tools)
• SaaS experience strongly preferred

Qualifications

Must Haves

• 1-2+ years of experience in onboarding, implementation, customer success, sales support, or a related customer-facing role
• Proven ability to manage multiple onboarding engagements simultaneously while maintaining a high level of quality and customer satisfaction
• Strong collaboration skills with Sales teams, particularly Account Executives, in a fast-paced environment
• Comfort working with technical and operational workflows such as data migration, payments setup, and system configuration
• Excellent communication skills, with the ability to explain complex concepts clearly to both technical and non-technical audiences
• Highly organized, detail-oriented, and proactive in identifying risks and driving projects to completion
• Experience working with CRM and customer tools (e.g., HubSpot, Salesforce, internal onboarding tools)

Nice to Haves

• SaaS experience strongly preferred

Benefits

• Flexible PTO
• Competitive health & dental insurance options, with premiums covered by GG
• Generous, fully-paid parental leave policy
• Retirement Savings Plan
• Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
• Home office support
• Team Bonding opportunities
• For candidates in NYC or SF, you will operate in a hybrid environment.
• We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.