Onboarding Specialist

About Alivo

Alivo is at the forefront of transforming business-customer interactions through advanced AI, enabling companies to deliver instant, intelligent, and personalized communication that fosters growth and customer loyalty. Our core mission is to empower businesses to flourish by making every customer engagement memorable.

Who We're Looking For

We are seeking a highly motivated and customer-centric Onboarding Specialist to guide new clients through their initial 90 days with Alivo. This role is pivotal in ensuring a swift, smooth onboarding process, promoting robust product adoption, and setting the stage for sustained success. You will be the primary point of contact from the moment a customer signs, managing the relationship from kickoff through to go-live and the subsequent 90 days. Your effectiveness will be gauged by the speed of customer activation, the depth of platform adoption, and overall customer retention.

This position is ideal for individuals who excel in dynamic environments, enjoy educating clients, and are enthusiastic about working with AI-driven products.

Responsibilities

• Oversee the customer journey for the first 90 days, including account setup tailored to specific client needs.
• Deliver comprehensive training to day-to-day users on effective Alivo platform utilization.
• Serve as the main liaison for new clients from the onboarding phase through to 90 days post-launch.
• Lead kickoff meetings and direct clients through the onboarding procedures.
• Ensure complete account setup, configuration, and readiness for go-live.
• Proactively address and resolve any technical, operational, or client-related delays.
• Maintain a sense of urgency and momentum to achieve onboarding objectives.
• Conduct live training sessions and demonstrations customized to client requirements.
• Educate clients on best practices to maximize their return on investment.
• Develop and distribute valuable resources such as videos, guides, and help desk articles.
• Adjust training methodologies based on the technical expertise of the users.
• Confirm full customer activation, including integrations, workflows, and usage metrics.
• Monitor early customer engagement and intervene to boost adoption where necessary.
• Facilitate early successes for new clients.
• Collaborate with the support team to resolve customer issues efficiently.
• Relay customer feedback, including pain points and feature requests, to the product development team.
• Ensure a seamless handover to the Account Management team post-90-day period.

Qualifications

• A Bachelor's degree is preferred but not mandatory.
• A minimum of 2 to 5 years of experience in Customer Success, Onboarding, or Implementation roles, preferably within a SaaS environment.
• Demonstrated capability to manage multiple client relationships and onboarding timelines concurrently.
• A strong aptitude for simplifying complex information and training individuals with varying technical backgrounds.
• Prior experience working with Small to Medium-sized Businesses (SMB) or mid-market clients; experience in the home services sector is a significant advantage.
• Exceptional verbal and written communication skills.
• Highly organized with a strong commitment to follow-through and accountability.
• Familiarity with the trades and home services industries, such as roofing, siding, or windows, is beneficial.

Bonus Points For

• Previous experience with AI-powered products or automation tools.
• A background in CRM systems (like HubSpot), telephony solutions, and system integrations.
• Experience in creating training materials, including videos, guides, and onboarding documentation.

Who You Are

• You possess a customer-first mindset and excel at building strong relationships.
• You are proactive, anticipating potential issues before they arise.
• You are comfortable navigating ambiguity and thriving in fast-paced startup settings.
• You are results-oriented and driven by achieving and surpassing Key Performance Indicators (KPIs).
• You demonstrate patience and adaptability when working with clients of diverse technical skill levels.

Additional Information

This role is based in Portland, ME, and requires an onsite presence.