Onboarding Specialist

Mainerafting; Portland (ME); On-site; USD 60,000 - 80,000; Full time

Job summary

Mainerafting is seeking a driven Onboarding Specialist to facilitate new customers through their first 90 days with Alivo. This position is crucial for ensuring a seamless onboarding experience and strong product adoption.

This role includes responsibilities such as account setup, delivering training, and collaborating with teams to enhance customer experiences and retain customers effectively.

The ideal candidate will have 2–5 years in customer success roles and excellent communication skills.

Qualifications

• 2–5+ years in Customer Success, Onboarding, or Implementation roles, preferably in SaaS.
• Proven ability to manage multiple customers and onboarding timelines simultaneously.
• Strong ability to simplify complex concepts for non-technical users.

Responsibilities

• Handle Account set-up tailored to unique customer needs.
• Train users on how to use Alivo effectively.
• Lead kickoff calls and guide customers through onboarding.

Skills

Customer Success

Onboarding Experience

Communication Skills

Organizational Skills

Technical Training

Education

Bachelor's Degree Preferred

Job description

About Alivo

At Alivo, we’re transforming how businesses connect with their customers. Using cutting-edge AI, we help companies deliver instant, intelligent, and personalized communication that drives growth and customer loyalty. Our mission is simple: empower businesses to thrive by making every interaction unforgettable.

Who We're Looking For

We are looking for a highly driven, customer-obsessed Onboarding Specialist to guide new customers through their first 90 days of implementing Alivo, ensuring a fast, seamless onboarding experience, strong product adoption, and long-term success.

This role is critical to our growth. You will be the first impression after a customer signs, owning the relationship from kickoff through go-live and into the first 90 days of using Alivo. Your success will be measured by how quickly customers get live, how effectively they adopt the platform, and how well they retain.

If you thrive in fast-paced environments, love teaching customers, and are excited about working with AI-powered products, this role is for you.

Responsibilities

Own the First 90 Days of the Customer Journey

• Handle Account set-up tailored to unique customer needs
• Train day-to-day users on how to use Alivo effectively
• Act as the primary point of contact for new customers from onboarding to 90-days post go-live

Drive Fast, Efficient Onboarding

• Lead kickoff calls and guide customers through onboarding steps
• Ensure accounts are fully set up, configured, and ready to go live
• Proactively remove blockers (technical, operational, or customer-side delays)
• Maintain urgency and momentum to meet onboarding targets

Train & Enable Customers

• Deliver live training sessions and walkthroughs tailored to customer needs
• Educate customers on best practices to maximize value
• Create and share helpful resources (videos, guides, help desk articles)
• Adapt training based on technical proficiencies of users

Drive Activation & Adoption

• Ensure customers are fully activated (integrations, workflows, usage)
• Monitor early engagement and intervene when adoption is low
• Guide customers to early wins

Collaborate Cross-Functionally

• Partner with the support team for issue resolution
• Provide feedback to theproduct team on customer pain points and feature gaps
• Ensure smooth transition to Account Manager after 90 days=

Qualifications

What You Bring

• Bachelor's degree preferred, but not required
• 2–5+ years in Customer Success, Onboarding, or Implementation roles (SaaS preferred)
• Proven ability to manage multiple customers and onboarding timelines simultaneously
• Strong ability to simplify complex concepts and train non-technical users
• Experience working with SMB or mid-market customers (home services is a major plus)
• Excellent communication skills (both verbal and written)
• Highly organized with strong follow-through and accountability
• Familiarity with trades/home services industries (roofing/siding/windows.)

Bonus Points For

• Experience with AI-powered products or automation tools
• Background in CRM (HubSpot), phone systems, and integrations
• Experience creating training content (videos, guides, onboarding materials)

Who You Are

• Customer-first and relationship-driven
• Proactive, not reactive, you anticipate problems before they happen
• Comfortable with ambiguity and fast-moving startup environments
• Results-oriented and motivated by hitting (and exceeding) KPIs
• Patient and adaptable when working with customers of varying technical skill levels