Onboarding Specialist

**Role Overview:

The Onboarding Specialist is responsible for delivering an exceptional onboarding experience to new clients, ensuring they are fully set up, trained, and operational within the platform.

This role bridges the gap between sales, customer success, and technical teams — guiding clients through system configuration, data setup, and training until the official handover to the Customer Success team.

Key Responsibilities

Client Engagement

Conduct welcome calls with new clients to establish goals, expectations, and timelines.

Lead onboarding planning meetings to align internal and client teams on responsibilities and milestones.

Serve as the primary point of contact during the onboarding phase, ensuring clear communication and ownership.

System Configuration

Configure and customize the client's account according to their operational structure (branches, roles, and workflows).

Validate all imported data (inventory items, cost centers,chart of accounts, etc.) for accuracy and completeness.

Conduct system sanity checks to ensure the environment is fully functional before training begins.

Training & Enablement

Deliver structured training sessions (on-site or remote) based on the internal onboarding framework (visit plan).

Track training progress, client participation, and understanding using session checklists.

Provide follow-up sessions to close knowledge gaps or clarify advanced use cases.

Cross-Functional Collaboration

Collaborate with Customer Success to align expectations and share client updates post-handover.

Work with Product and Tech teams to escalate onboarding-related system issues or improvement requests.

Ensure smooth handover documentation to the CS Manager once onboarding is completed.

Reporting & Documentation

Maintain detailed onboarding trackers, progress reports, and client-specific notes.

Document all training attendance, CSAT results, and open items in the internal CRM.

Contribute to onboarding process improvement initiatives and internal knowledge base updates.

Expected Persona:

Category

Details

Experience

2–4 years in client onboarding, implementation, or customer success (SaaS, POS, ERP, or F&B tech preferred).

Education

Bachelor's degree in Business, IT, or a related field.

Preferred Skills

Excellent communication & presentation skills, data accuracy, and project management mindset. Proficient in CRM tools (HubSpot / Zoho / Jira), Excel/Sheets, and documentation.

Attitude

Highly customer-focused, patient, organized, and detail-oriented. Capable of handling pressure, managing multiple accounts, and proactively solving problems.

Key Performance Indicators (KPIs)**

**1. Time to OnboardDefinitio

n: Average

time taken from client contract signing to onboarding completion and handover. Goal: Re

duce onboarding duration while maintaining high client satisfaction ≤ 4.5 weeks average

**2. CSAT (Customer Satisfaction Score)Definitio

n: Client s

atisfaction rating after each training or onboarding phase (scale 1–5).Goal: Ach

ieve steady improvement in satisfaction through smoother delivery and responsiveness ≥ 92% Maintain excellence and consistency across clients.

**3. NPS (Net Promoter Score)Definitio

n: Measures

how likely clients are to recommend the onboarding experience to others (scale -100 to +100).Goal: Tur

n onboarding into a trust-building phase that drives long-term retention +60Sustain s

trong relationships and referrals.

**4. Training Efficiency RateDefinitio

n: Percenta

ge of planned training topics successfully delivered and understood (based on session checklist completion + client assessment).Goal: Ens

ure every client finishes onboarding fully trained and self-sufficient ≥ 92%Maintain

completeness and knowledge depth.

**5. Onboarding Load ManagementDefinitio

n: Number o

f clients onboarded concurrently while maintaining quality standards.Goal: Imp

rove handling capacity as experience grows without impacting KPIs 6–7 clientsFull capa

city with consistent satisfaction levels.

**Compensation & BenefitsBase Sala

ry: (based on experience & performance)

Transpo

rt

ation Allowance: Based on Customer need & Direct manager approval

Bonuses

:

Performance-based, linked to quarterly KPI achievement (CSAT + Time to Onboard)

Career

Pa

th: Growth into Senior Onboarding Specialist → Implementation Lead → Customer Success Manager**