Onboarding Implementation Specialist

Somewhere; South Africa; Remote; ZAR 350,000 - 520,000; Full time

Job summary

A tech company in South Africa is seeking a remote Onboarding Implementation Specialist to enhance its AI visualization platform's onboarding process. The role involves leading customer onboarding from start to finish, ensuring a seamless and successful launch experience. Ideal candidates will have 2-4 years of relevant experience, strong communication skills, and a passion for customer success. You'll create training materials and optimize processes while collaborating with various teams to deliver a top-notch user experience.

Qualifications

• 2-4+ years experience in customer onboarding or similar roles at a SaaS or tech company.
• Strong verbal communication skills for customer calls and demos.
• Ability to manage multiple onboarding processes simultaneously.
• Experience building processes, checklists, templates, or SOPs from scratch.
• Translate software workflows and light technical concepts into clear steps for users.
• Familiar with Monday.com, Notion, Loom, Google Workspace or similar tools.

Responsibilities

• Lead the onboarding process for new customers from contract to full activation.
• Manage onboarding calls and guide customers through product setup.
• Standardize and optimize onboarding processes across use cases.
• Create onboarding templates, workflows, and SOPs; build scalable systems.
• Document onboarding status clearly for cross-functional visibility.
• Manage multiple onboardings concurrently with quality delivery.
• Build and manage onboarding project plans in Monday.com; anticipate migrations.

Skills

Customer onboarding

Verbal communication

Organizational skills

Process building

Technical troubleshooting

Project management

Cross-functional collaboration

Tools

Monday.com

Google Workspace

Notion

Google Workspace

Job description

Location: Remote

Employment Type: Full-Time

Mission

Ensure every new customer achieves a fast, smooth, and confident launch on our AI visualization platform by owning, optimizing, and scaling the onboarding process end-to-end. You will take our current onboarding (60% built), refine and complete the remaining 40%, and deliver a white-glove experience that drives product adoption, customer satisfaction, and long-term retention.

Role Overview

We are seeking a highly organized, customer-centric Onboarding Implementation Specialist to lead the initial journey for new clients. This role bridges product knowledge, lightweight technical guidance, process building, and customer education. You will run onboarding calls, guide new users through setup, maintain project timelines, and ensure every client reaches first value quickly. You will work closely with Customer Success, Product, and Engineering, but you fully own the onboarding function, creating templates, workflows, training materials, and scalable systems to support our growing customer base.

Key Responsibilities

• Customer Onboarding & Training (Core Function)
• Serve as the primary point of contact for new customers from contract signature through full activation.
• Lead live onboarding calls (30-60 minutes) tailored to customer personas and use cases.
• Guide customers through product setup, configuration, best practices, and early success milestones.
• Translate complex concepts into simple, actionable steps for non-technical end users.
• Monitor onboarding progress and ensure timely completion of tasks and deliverables.
• Implementation Project Management
• Build and manage onboarding project plans in Monday.com (future migration to Linear / Product Fastlane anticipated).
• Track customer progress, identify blockers, and elevate risks early.
• Document onboarding status clearly for cross-functional visibility.
• Manage multiple concurrent onboardings while maintaining quality of experience.
• Process Creation & Optimization (40% Build-Out Expected)
• Take our existing onboarding workflows, templates, and messaging (currently 60% complete) and build out the remaining 40%.
• Standardize processes across customer types and use cases.
• Create SOPs, internal playbooks, and customer-facing materials to support scaling.
• Continuously improve onboarding efficiency, time-to-value, and activation outcomes.
• Customer Education & Training Content
• Create training materials, including how-to guides, decks, videos, checklists, and resource libraries.
• Help design repeatable onboarding paths tailored to enterprise, mid-market, and SMB segments.
• Maintain and update content as product capabilities evolve.
• Cross-Functional Collaboration
• Partner with Customer Success to ensure seamless handoff post-onboarding.
• Work with Product & Engineering to surface onboarding friction points and inform roadmap decisions.
• Collaborate with Sales on expectations-setting and onboarding scoping during late-stage deals.

Required Skills & Experience

• 2-4+ years of experience in customer onboarding, implementation, customer success, or similar client-facing roles at a SaaS or tech company.
• Strong verbal communication skills; able to confidently run customer-facing calls and demos.
• Solid organizational skills; able to manage multiple onboardings simultaneously.
• Experience building processes, checklists, templates, or SOPs from scratch.
• Ability to translate software workflows and light technical concepts into clear next steps for users.
• Comfortable working with tools such as Monday.com, Notion, Loom, Google Workspace, or similar operations/enablement software.

Nice-to-Have Experience

• Experience with light technical troubleshooting or explaining APIs/workflows at a high level.
• Exposure to AI, visualization tools, or design/imagery platforms.
• Background creating video walkthroughs, tutorials, or other training content.
• Familiarity with Linear or Product Fastlane (or similar product workflow tools).

Who You Are (Cultural Fit)

• Exceptionally organized with strong ownership of process and outcomes.
• Empathetic and customer-focused; you love guiding people through learning new tools.
• A strong communicator who can break down complexity into clarity.
• Comfortable in a fast-paced startup environment where you help build the playbook—not just follow it.
• Proactive problem solver who anticipates issues before they impact customers.
• Excited about AI, customer experience, and building scalable systems from day one.

Success Metrics

• Time-to-first-value and full activation completion rates
• Customer satisfaction during onboarding (CSAT/NPS)
• Completion and adoption of onboarding workflows & materials
• Quality and clarity of onboarding documentation
• Internal alignment and reduction of friction across teams