Onboarding Specialist

Responsibilities

:

• Own and manage a portfolio of customer onboarding projects from kickoff through successful launch, ensuring timelines, milestones, and expectations remain on track.
• Lead onboarding and discovery conversations to understand each customer’s business needs, goals, workflows, and implementation requirements.
• Deliver personalized virtual product training that enables customers to confidently use WellnessLiving in their day-to-day operations.
• Maintain proactive communication throughout the onboarding process, providing customers with clear progress updates, next steps, and guidance.
• Identify onboarding risks, delays, or challenges early and take ownership of coordinating solutions or escalating issues when needed.
• Coordinate customer data migration, system setup, and implementation requirements in partnership with internal teams.
• Manage onboarding-related questions, support tickets, and customer issues with urgency and a solutions-focused approach.
• Maintain accurate records of customer progress, implementation details, and key onboarding activities within internal systems.
• Collaborate with Customer Success, Support, Sales, Product, and other teams to resolve challenges and continuously improve the onboarding experience.
• Uphold a high level of professionalism and embody the core values of WellnessLiving, ensuring a positive and impactful experience for all customers.

Skills & Qualifications:

• 2–3+ years of experience in customer onboarding, implementation, customer success, account management, or a similar customer-facing role, preferably within a SaaS environment.
• Strong customer communication and relationship-building skills, with the ability to listen empathetically, establish trust, manage expectations, and guide customers confidently through change.
• Excellent organization and project-management skills, with the ability to manage multiple customer implementations, timelines, and competing priorities at once.
• Strong written and verbal communication skills, including experience delivering virtual product training, presentations, or customer walkthroughs.
• Comfortable learning new software and explaining technical concepts, workflows, and processes to customers with varying levels of technical experience.
• Experience working with CRM, ticketing, project-management platforms (e.g. Zoho, Salesforce), and Microsoft 365 (intermediate Excel skills)
• Experience with software implementations, system configuration, or customer data migrations is considered a strong asset.

Why Work With Us?

• Join a passionate, fast-growing team focused on making a meaningful impact in the Fitness & Wellness industry.
• Enjoy a competitive compensation package, including vacation and benefits.
• Benefit from a flexible hybrid work environment with opportunities for professional growth and development.
• Be part of a collaborative culture that values creativity, innovation, and continuous learning.

Please note that only those selected for an interview will be contacted.

We appreciate you taking the time and look forward to reviewing your application!

WellnessLiving is an equal opportunity employer. Employment decisions are based on qualifications, experience, and business needs. We prohibit discrimination and harassment of any kind and consider all qualified applicants without regard to race, color, religion, creed, gender, gender identity or expression, sexual orientation, national origin, disability, age, genetic information, veteran status, marital or family status, or any other status protected by applicable law.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.