Customer Onboarding & Implementation Specialist

Full-time - Mid Level

New York, NY

Hospitals

About the position

As a Customer Onboarding & Implementation Specialist, you will play a vital role in guiding customer adoption of BioDigital's 3D software. In close collaboration with our Strategic Account Managers, you will deliver tailored training, technical support, and best practices to help customers integrate our 3D content into their learning materials and workflows. In addition to offering personalized, one-on-one support, you will help scale our customer success efforts to enhance the customer experience and streamline our team operations.

Responsibilities

• Host tailored trainings, consultations, and workshops to help customers achieve their goals with BioDigital's web, mobile, and XR products, guiding them through best practices along the way to ensure long-term success.
• Partner with our Account Managers to align each customer's onboarding plan with their target launch goals and deadlines, and remain on call to train and advise customers during later phases of the lifecycle to support retention and growth.
• Serve as a trusted technical advisor to your assigned customers during onboarding and other key points in the lifecycle to ensure their ongoing success with the platform.
• Coach customers through the technical integration of our 3D content into various digital platforms (e.g., LMSs, e-learning software, mobile apps, EHR systems).
• Advise on best practices and provide tailored recommendations based on each customer's learning goals and desired end-user experience.
• Answer product questions and resolve any technical issues that arise.
• Collaborate with Product and Engineering to support the development and implementation of custom solutions as needed.
• Provide timely, high-quality technical support via Zendesk, email, and web conference, managing issues from initial report to resolution.
• Develop and update digital education materials for our help center and products, including how-to guides, video tutorials, release notes, and best practice documentation.
• Advocate for customer needs and drive continuous product improvements by proactively relaying feedback and feature requests to our Product and Content teams and providing input on features in development.

Requirements

• 2+ years experience in customer onboarding, implementation, customer service/technical support, or customer education, preferably in B2B SaaS or health tech.
• Passion for helping customers succeed, with a consultative, curious, and empathetic approach to understanding and solving their challenges.
• Experience collaborating across departments to solve problems and deliver comprehensive solutions.
• Strong attention to detail and problem-solving skills.
• Exceptional written and verbal communication skills, and proven ability to deliver engaging presentations and write clear, effective customer-facing documentation.
• Ability to learn new technologies quickly and adapt to evolving products, use cases, and customer needs.
• Thrives in a fast-paced, dynamic environment while effectively managing multiple priorities and customers.

Nice-to-haves

• Familiarity with technical integrations and/or digital education platforms is a plus.
• Experience with CRM systems (e.g., HubSpot or Salesforce) and helpdesk software (e.g., Zendesk) is a plus.

Benefits

• The hiring range for this position is $80,400 - $93,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.