Onboarding Specialist

Summary

Pricebook Digital is a technology and SaaS company providing sales, pricing, and data management products and services for the HVAC industry. The Onboarding Specialist owns customer onboarding journeys from Sales handoff through Go-Live, guiding customers through setup, configuration, training, and readiness activities. The role manages timelines, coordinates internal teams, troubleshoots issues, and ensures successful handoff to Customer Success.

Responsibilities

• Own assigned customer onboarding journeys from Sales handoff through Go-Live, serving as the primary point of contact and providing clear, proactive communication around expectations, responsibilities, timelines, and next steps
• Review Sales handoff information and customer readiness before onboarding begins and identify missing information, unclear expectations, or potential risks
• Guide customers through required setup, configuration, pricing, integrations, training, and other onboarding activities
• Educate customers on Pricebook Digital products, workflows, and best practices so they are prepared to successfully use the product after Go-Live
• Maintain accurate onboarding stages, milestones, customer information, notes, tasks, delays, and outcomes in HubSpot and other approved systems
• Proactively manage assigned onboarding timelines, follow up on outstanding customer or internal requirements, and identify stalled, delayed, high-impact, or complex onboardings for appropriate escalation
• Troubleshoot onboarding issues and coordinate with Support, Product, Development, Sales, or other teams when additional assistance is required
• Ensure customers meet established readiness and Go-Live criteria before completing onboarding
• Complete a clear and consistent handoff to Customer Success at Go-Live, including relevant customer context, risks, goals, outstanding items, and opportunities
• Follow established onboarding processes, service expectations, documentation standards, templates, and best practices
• Maintain strong product knowledge and stay current on releases, integrations, processes, and customer workflows
• Participate in training, coaching, quality reviews, and ongoing professional development
• Identify recurring onboarding challenges, Sales expectation gaps, customer friction, process inefficiencies, and product issues and recommend improvements to the onboarding experience, team efficiency, internal processes, and customer resources
• Participate in onboarding improvement projects, cross-functional initiatives, product testing, UAT, beta testing, and release-readiness activities as appropriate
• Contribute to onboarding documentation, templates, training resources, FAQs, SOPs, and customer-facing materials
• Partner effectively with Sales, Customer Success, Support, Product, Development, and other teams throughout the customer journey
• Meet established expectations for onboarding quality, productivity, documentation, customer experience, timeline management, and successful Go-Live

Skills

• 1–3 years of experience in customer onboarding, implementation, customer success, account coordination, project coordination, or a related customer-facing role
• Experience managing customer relationships, timelines, tasks, or projects through completion
• Strong written and verbal communication skills with a customer-focused approach
• Strong organizational skills and attention to detail, with the ability to manage multiple customer onboardings and competing priorities
• Comfortable learning SaaS products, workflows, integrations, and new technologies
• Experience using a CRM or customer management system such as HubSpot, Salesforce, or similar
• Ability to identify issues, follow established processes, and know when to escalate
• Ability to work effectively with customers and cross-functional teams
• Strong customer communication and relationship-building
• Organization and attention to detail
• Proactive follow-through and timeline management
• Clear and confident written and verbal communication
• Problem-solving and troubleshooting
• Ability to manage multiple priorities and customer timelines
• Strong task ownership and accountability
• Ability to coordinate effectively across teams
• Customer empathy and patience
• Adaptability and willingness to learn
• Ability to recognize issues and escalate appropriately
• Collaborative and solutions-oriented mindset
• SaaS, HVAC, distribution, sales enablement, or related industry experience is a plus

Qualifications

Must Haves

• 1–3 years of experience in customer onboarding, implementation, customer success, account coordination, project coordination, or a related customer-facing role
• Experience managing customer relationships, timelines, tasks, or projects through completion
• Strong written and verbal communication skills with a customer-focused approach
• Strong organizational skills and attention to detail, with the ability to manage multiple customer onboardings and competing priorities
• Comfortable learning SaaS products, workflows, integrations, and new technologies
• Experience using a CRM or customer management system such as HubSpot, Salesforce, or similar
• Ability to identify issues, follow established processes, and know when to escalate
• Ability to work effectively with customers and cross-functional teams
• Strong customer communication and relationship-building
• Organization and attention to detail
• Proactive follow-through and timeline management
• Clear and confident written and verbal communication
• Problem-solving and troubleshooting
• Ability to manage multiple priorities and customer timelines
• Strong task ownership and accountability
• Ability to coordinate effectively across teams
• Customer empathy and patience
• Adaptability and willingness to learn
• Ability to recognize issues and escalate appropriately
• Collaborative and solutions-oriented mindset

Nice to Haves

• SaaS, HVAC, distribution, sales enablement, or related industry experience is a plus

Benefits

• Remote Work - work from home/work anywhere.
• Reimbursement for all travel expenses
• Health Benefits
• HSA
• 15 days paid vacation / sick leave / holidays
• 401K
• Career development opportunities