SaaS Onboarding Specialist

Informa Group Plc.; Newton (MA); Hybrid; USD 60,000 - 66,000; Full time

Benefits offered by this job

Great community

Volunteer days

Career training

Open vacation

Job summary

Informa TechTarget in Newton, MA is seeking a Customer Onboarding Specialist to guide onboarding for BrightTALK and Portal platforms. You’ll partner with Sales, Campaign Management, Product, Support, and Delivery to train customers, configure setups, and drive time-to-value.

Ideal candidates bring 1–3 years of customer-facing experience in SaaS or software, strong communication and training skills, detail orientation, and a proven ability to manage multiple onboarding engagements and coordinate

Qualifications

• 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.

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

Skills

Customer facing experience

Detail oriented

Multitasking

Communication skills

Presentation skills

Strategic mindset

Education

Bachelor’s degree

Tools

Job description

Informa TechTarget in Newton, MA is seeking a Customer Onboarding Specialist to guide onboarding for BrightTALK and Portal platforms. You’ll partner with Sales, Campaign Management, Product, Support, and Delivery to train customers, configure setups, and drive time-to-value.

Ideal candidates bring 1–3 years of customer-facing experience in SaaS or software, strong communication and training skills, detail orientation, and a proven ability to manage multiple onboarding engagements and coordinate