Customer Onboarding Specialist

Informagroupplc; Newton (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work option

401k match

Health insurance

Open vacation policy

Volunteer days

Job summary

Informa TechTarget in Newton, MA is seeking a Customer Onboarding Specialist to deliver a seamless onboarding experience for customers on our BrightTALK and Portal platforms. You will own the transition from contract signature to platform adoption, ensuring customers are trained, configured, and ready to achieve business goals.

You will serve as the primary onboarding contact, guiding customers through setup and training while coordinating with Sales, Campaign Management, Product, Support, and

Qualifications

• Bachelor's degree required.
• 1–3 years of customer-facing experience in a customer success or support role.
• Preferable experience onboarding clients to SaaS products.
• Knowledge of B2B digital marketing, ad tech, marketing automation, lead generation, demand generation and content marketing.
• Extremely detailed oriented with ability to multitask multiple product and client engagements.
• Strong communication, presentation, and writing skills, with a sales mindset.

Responsibilities

• Own the end-to-end onboarding experience for subscription customers from contract signature through completion.
• Serve as the primary customer contact during onboarding, connecting customers to resources and support teams.
• Send welcome communications and provide What to Expect documentation and self-service resources.
• Schedule and lead kickoff calls to confirm goals, timelines, and success criteria.
• Deliver platform training, product walkthroughs, and best-practice guidance.
• Coordinate integration setup with internal technical and support teams.
• Lead internal onboarding coordination across Sales, Campaign Management, Product, Support, and Delivery.
• Track onboarding progress, manage risks, and ensure timely issue resolution.
• Maintain accurate onboarding status and customer sentiment updates in internal systems.
• Confirm customer readiness and transition to ongoing support.
• Provide feedback to improve onboarding processes and documentation.

Skills

Customer facing

Onboarding

Communication

Training

Cross-functional collaboration

Multitasking

Problem solving

Education

Bachelor's degree

Job description

This role is based in our Newton, MA office. We are seeking a Customer Onboarding Specialist who will be responsible for delivering a seamless onboarding experience for customers on our BrightTALK and Portal platforms. The Onboarding Specialist will own the critical transition from contract signature to platform adoption, ensuring customers are trained, configured, and ready to achieve their business goals. The Onboarding Specialist will serve as the primary point of contact during onboarding, guiding customers through setup and training while coordinating with Sales, Campaign Management, Product, Support, and Delivery teams. This role builds early customer confidence, reduces time-to-value, and ensures a smooth handoff to ongoing support.

Key responsibilities

• Own the end-to-end onboarding experience for subscription customers from contract signature through completion
• Serve as the primary customer contact during onboarding, connecting customers to resources and support teams
• Send welcome communications and provide "What to Expect" documentation and self-service resources
• Schedule and lead kickoff calls to confirm goals, timelines, and success criteria
• Deliver platform training, product walkthroughs, and best-practice guidance
• Coordinate integration setup with internal technical and support teams
• Lead internal onboarding coordination across Sales, Campaign Management, Product, Support, and Delivery
• Track onboarding progress, manage risks, and ensure timely issue resolution
• Maintain accurate onboarding status and customer sentiment updates in internal systems
• Confirm customer readiness and transition customers to ongoing support
• Provide feedback to improve onboarding processes and documentation

Requirements

• Bachelor's degree;
• 1-3 of customer facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment.
• Preferable experience onboarding clients to SaaS products;
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing
• Extremely detailed oriented, ability to multi task several different product & client engagements;
• Creative problem solving, solutions-oriented and strategic, long-term view of customer relationship;
• Strong sales orientation, communication skills, client-ready presentation skills and writing skills; and,
• Ability to offer perspective and guidance, in some cases, in a persistent manner.

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces - like at an Informa event - you get the flexibility and support to work from home or remotely.

Our benefits include

• Great community : a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact : take up to four days per year to volunteer with a philanthropic organization
• Career opportunity : the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves
• Time out : Open Vacation, plus 10 national holidays, and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP