Sr Onboarding Specialist

DataRipple, Inc.; Franklin (TN); Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

DataRipple, Inc. seeks a seasoned onboarding professional to act as the #2 to the Onboarding Operations Manager. You will personally onboard our largest, most complex accounts and coach four junior specialists to uphold a high-quality standard across the team.

This player-coach role emphasizes running end-to-end onboarding sessions, owning escalations, and contributing to the onboarding playbook, including Spanish-language materials.

Qualifications

• 4–7+ years in a customer-facing role with a proven sales or account ownership track record.
• Hands-on onboarding or implementation experience for small to mid-sized business customers.
• Experience coaching or QA'ing other reps; formal team lead title not required.
• Strong knowledge of QuickBooks (Desktop to cloud) and other essential small business tools (CRM, dispatch, estimating, payments, email, calendar).
• Ability to run a session solo in challenging situations and report metrics upward.
• Able to start the day at 8am Central.

Responsabilités

• Run white-glove onboarding for our top accounts: more sites, more complexity, more scrutiny.
• Shadow live sessions, review recordings and coach the junior specialists on the spot.
• Own escalations: stalled customers, frustrated customers, failed system connections, especially QuickBooks.
• Own the second-session queue and decide who needs one.
• Write and maintain the onboarding playbook: session script, objection handling, FAQ and Spanish-language materials.
• Send a weekly readout to the Ops Manager on pipeline health, no-show and stall trends, and at-risk accounts.
• Cover for the team during time off and volume spikes.

Connaissances

Customer-facing

Account ownership

Sales

QA

Coaching

Session leadership

Metrics reporting

Outils

QuickBooks

CRM

Dispatch

Estimating

Payments

Email

Calendar

Description du poste

Company Description

DataRipple helps modern service businesses scale faster and build lasting growth. We bring scheduling, dispatch, CRM, estimates, invoicing, payments, inventory, technician workflows, marketing, and AI automation into one real-time Business Operating System. One action, and every system updates.

We believe technology should help people reach their full potential, and AI should amplify what people can do. Strong relationships make that possible. That’s why every new customer is onboarded by a real person, on a real call, until their first real invoice goes through. We earn trust by listening closely, understanding the business behind the account, and following through.

We bring that same commitment to each other. We share what we know, make room for different perspectives, and help one another take the next step. We give people meaningful responsibility and the support to grow into it—with honest feedback, encouragement, and opportunities to discover what they’re capable of.

As DataRipple grows, we want everyone building it to grow too. We’re looking for people who take pride in their work, invest in the people around them, and find purpose in helping others succeed.

About the role

You will be the number two to our Onboarding Operations Manager and the person who sets the quality bar for the whole onboarding team. This is a player-coach role. You personally onboard our largest, most complex customer accounts (roughly 50 of them), and you coach and QA the four junior specialists who carry t he volume

Onboarded here means transacting, not registered. Every customer ends their live session with a real submitted invoi c

• Run white-glove onboarding for our top accounts: more sites, more complexity, more s cruiny
• Shadow live sessions, review recordings and coach the junior specialists on thespot
• Own escalations: stalled customers, frustrated customers, failed system connections, especially QuicBooks
• Own the second-session queue and decide who neds one
• Write and maintain the onboarding playbook: session script, objection handling, FAQ and Spanish-lan guage mterials
• Send a weekly readout to the Ops Manager on pipeline health, no-show and stall trends, and at-riskaccounts
• Cover for the team during timeoff and volm e sp

Wha you bring

• 4-7+ years in a customer-facing role with a proven sales or account-ownership record: targets caried and hit
• Hands-on experience onboarding or implementing small and mid-sized busines s customers nto software
• Experience coaching or QA'ing other reps (a formal team- lead title isnot required)
• Strong working knowledge of QuickBooks, especially moving from Desktop to cloud, and of the other systems small businesses run on (CRM, dispatch, estimating, p payments, emai and calendar)
• The ability to run a session solo, cold, with a hostile or paicking customer
• Comfort owning a number and reorting it upward
• Availability to start the day at 8am Central; our customers days begin early

Nice to have

• Bilingual English/Spanish (strongly preferred; this role takes Spanish-lnguage escalations)
• Background in trades, construcion or field service
• Experience building trainingcontent, playbooks r enablement material
• Prior early-team or "firstonb oarding hire" experiene at a scaling company
• Experience s pporting customers acr