Customer Onboarding Specialist

Crowded Technologies Inc.; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay with base salary plus bonus

Comprehensive health, dental, and vision insurance

401k plan with matching

Personalized growth through training and mentorship

Inclusive workplace culture

Job summary

A financial management platform for nonprofits is seeking a Customer Onboarding Specialist to ensure seamless onboarding for new customers. You will act as the primary contact, leading strategic onboarding sessions, coordinating with teams, and enhancing customer satisfaction. This role requires 2+ years in a customer-facing B2B role, excellent communication skills, and project management abilities. Join us to help nonprofits succeed with tailored financial solutions.

Qualifications

• 2+ years of experience in a customer-facing B2B role.
• Proven ability to manage multiple onboarding and meet deadlines.
• Experience developing onboarding materials and process improvements.
• Familiarity with onboarding KPIs and quality metrics.
• Experience in Fintech or SaaS platforms preferred.
• Experience with technical onboarding.
• Familiarity with modern web tools and documentation software.

Responsibilities

• Lead onboarding for mid-market customers as the main point of contact.
• Conduct technical training to ensure customers are operational.
• Create and maintain timelines for customer setup.
• Track onboarding metrics via Salesforce.
• Transition customers to the Customer Success team within 90 days.
• Conduct training sessions to ensure operational use of Crowded.
• Ensure end-users are active and promote ongoing learning.
• Update training guides and create new materials as needed.
• Improve onboarding based on feedback and product updates.
• Track onboarding metrics via Salesforce.
• Communicate with customers and internal teams to ensure clarity and progress.
• Identify and mitigate onboarding risks early and escalate when needed.
• Build strong relationships with customers, partners, and internal teams.
• Transition customers to Customer Success within 90 days.
• Identify opportunities to shorten onboarding time and enhance efficiency.
• Provide feedback to prioritize feature requests.

Skills

Customer-facing experience

Project management skills

Excellent verbal and written communication skills

Familiarity with modern web tools

Strong relationship-building skills

Salesforce proficiency

Cross-functional collaboration

Tools

Salesforce

Project management platforms

Documentation software

Job description

Must be a current Florida Resident.

About the Role

The Customer Onboarding Specialist ensures a seamless and successful onboarding experience for new Crowded customers. Acting as the main point of contact for mid‑market customers, you will lead strategic onboarding sessions, coordinate with cross‑functional teams, and work directly with key decision‑makers and end‑users. Your efforts will be critical in maximizing their utilization of the Crowded platform and ultimately enhance customer retention and satisfaction.

This role requires a proactive, customer‑centric mindset, excellent communication skills, and a deep understanding of SaaS onboarding best practices.

Key Responsibilities

• Lead onboarding for mid‑market customers as the main point of contact throughout onboarding.
• Join kickoff calls to collaborate with new customers to understand their specific goals, needs, and requirements.
• Create and maintain timelines for customer setup.
• Handle the activation of accounts after sign up and assist customers in setting up their accounts.
• Request marketing materials, technical updates, and other tasks requiring collaboration with internal teams.
• Conduct one‑on‑one or group technical training sessions to ensure customers are operational and confident using Crowded.
• Ensure all Crowded end‑users are active and support continuous learning through follow‑up sessions and best‑practice sharing.
• Update and maintain training guides as needed and create new materials based on customer needs.
• Continuously improve the onboarding experience based on customer feedback and evolving product capabilities.
• Track and report onboarding metrics via Salesforce.
• Manage communication with customers and internal teams to ensure clarity and progress.
• Identify and mitigate risks early in the onboarding process, escalating and collaborating cross‑functionally as needed.
• Strong relationship‑building and stakeholder management skills across customer, partner, and internal teams.
• Transition customers to our Customer Success team within 90 days.
• Identify opportunities to improve the onboarding experience, reduce onboarding time, and enhance efficiency.
• Provide feedback to internal teams to address technical challenges and prioritize feature requests.

Qualifications

• 2+ years of experience in a customer‑facing B2B role.
• Proven ability to manage multiple onboarding’s and meet deadlines.
• Strong project management skills with attention to detail and timeline management.
• Excellent verbal and written communication skills; comfortable with email, phone, and video communication.
• Experience developing onboarding materials and process improvements.
• Experience with technical onboarding.
• Familiarity with modern web tools, project management platforms, and documentation software.

Preferred Skills

• Experience in Fintech or SaaS platforms.
• Familiarity with onboarding KPIs and quality metrics.
• Comfortable working in a fast‑paced, startup environment with changing priorities.
• Experience working with Nonprofit organizations, Associations, and Clubs.
• Fluent in Hebrew.

Benefits and Culture

• Competitive pay with base salary, plus bonus in a game‑changing startup.
• Comprehensive health, dental, and vision insurance.
• A 401(k) plan with matching.
• Personalized growth through training, mentorship, and career advancement opportunities.
• A vibrant, inclusive workplace where collaboration fuels innovation and every voice matters.

Crowded Technologies Inc. is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

After onboarding, customers transition to our Customer Success team, ensuring they are set up for long‑term success. This role requires exceptional project management, communication, and customer relationship‑building skills.