Onboarding Specialist

Splace BPO; Davao City; On-site; PHP 334,800 - 669,600; Full time

Job summary

An innovative SaaS company is on the lookout for a highly organized Client Support & Onboarding Specialist. This exciting role involves ensuring a smooth onboarding experience for clients, managing multiple onboardings, and providing ongoing support. The ideal candidate will possess a deep understanding of SaaS business models and integrations, alongside strong communication skills. In this dynamic position, you'll collaborate with internal teams, create onboarding documentation, and stay updated on industry trends. Join a forward-thinking firm where your contributions will enhance client experiences and drive success.

Qualifications

• 2+ years in client onboarding or customer success within a SaaS company.
• Strong understanding of SaaS models and integrations.

Responsibilities

• Oversee and execute the client onboarding process for a seamless transition.
• Act as the primary contact during onboarding, guiding clients through setup.

Skills

Client Onboarding

Customer Success

Project Management

Communication Skills

Detail-oriented

Multitasking

Tech-Savvy

SaaS Knowledge

Tools

HubSpot

Salesforce

Monday.com

Asana

Zapier

Job description

We are a SaaS software company seeking a highly organized and detail-oriented Client Support & Onboarding Specialist to ensure a smooth and seamless onboarding experience for our clients. This role requires someone with experience in SaaS businesses who understands different platforms for integration in a conversational capacity and understanding of writing basic AI Prompts. The ideal candidate is a proactive self-starter with excellent communication skills, capable of managing multiple onboardings and ongoing client projects simultaneously.

Key Responsibilities:

• Oversee and execute the client onboarding process, ensuring a seamless transition into our platform.
• Act as the primary point of contact during onboarding, guiding clients through setup, best practices, and platform adoption.
• Maintain a strong understanding of integrations and third-party platforms relevant to our software to communicate effectively with clients (without requiring technical expertise).
• Understand how to use popular LLMs (ChatGPT, Gemini, etc.) and write AI prompts for client communication and problem-solving.
• Manage multiple onboardings at the same time, keeping track of progress, documentation, and client needs.
• Collaborate with internal teams to ensure client feedback and requirements are properly communicated.
• Provide ongoing client support, address questions, and troubleshoot non-technical issues as needed.
• Create and maintain onboarding documentation, checklists, and process improvements to enhance the overall client experience.
• Stay informed about platform updates and industry trends to better assist clients.

Required Skills & Qualifications:

• Experience: 2+ years in client onboarding, customer success, or project management within a SaaS company.
• Industry Knowledge: Strong understanding of SaaS business models and familiarity with integrations between different platforms.
• Language Proficiency: Native or near-native English fluency (both written and verbal).
• Detail-oriented: Exceptional ability to track tasks, manage documentation, and oversee client progress.
• Multitasking & Organization: Ability to handle multiple client onboardings and support needs simultaneously.
• Self-starter: Works independently with minimal supervision and takes initiative to improve processes.
• Communication & Professionalism: Strong interpersonal skills, with the ability to build relationships and instill confidence in clients.
• Tech-Savvy (Non-Technical): Comfortable discussing integrations and explaining SaaS platform functionalities in a way that is easy for clients to understand.

Preferred Qualifications:

• Experience working in a fast-paced SaaS environment with multiple client implementations.
• Familiarity with CRM, project management, and onboarding tools such as HubSpot, Salesforce, Monday.com, or Asana.
• Exposure to common SaaS integrations (e.g., Zapier, API-based connections, marketing automation tools).
• Plus: Experience in the legal/law firm space is a huge plus