Onboarding & Implementation Specialist - Hybrid (San Diego, CA)

Full-time - Mid Level

San Diego, CA

About the position

As an Onboarding & Implementation Specialist, you will play a key role in ensuring our clients successfully implement and adopt rebel iQ’s suite of products and services. From SMBs to Mid-Market and Enterprise clients, you will guide new customers through a seamless onboarding journey, acting as their main point of contact post-sale. You’ll work cross-functionally with internal teams, manage multiple projects at once, and help refine processes to ensure a world-class customer experience. This is a hybrid role based in our San Diego office (3 days per week in-office required).

Responsibilities

• Serve as the primary point of contact for all new customers post-sale, managing onboarding from A to Z and ensuring a smooth, efficient implementation.
• Provide a best-in-class onboarding experience, focused on long-term customer success and satisfaction.
• Regularly communicate via email, phone, and video calls to guide customers through setup, answer questions, and proactively address concerns.
• Act as a trusted advisor, helping customers understand how to maximize the value of rebel iQ’s solutions.
• Own the customer onboarding process from start to finish, coordinating multiple products and services across internal teams.
• Maintain detailed records and workflows throughout the onboarding and fulfillment lifecycle.
• Identify areas for process improvement to enhance the onboarding experience and internal efficiencies.
• Track and measure onboarding success, ensuring a high percentage of completed implementations.
• Develop a deep understanding of rebel iQ’s industry and product offerings to better support customers.
• Assist customers with basic web development needs and technical setup to ensure smooth implementation.
• Guide clients through technical processes, like connecting ad accounts, etc.
• Work collaboratively with support and product teams to resolve issues quickly.

Requirements

• 3+ years of experience onboarding clients onto a SaaS product (or a customer-facing project management role).
• Comfortable managing multiple projects simultaneously in a fast-paced environment.
• Strong written and verbal communication skills, with confidence in leading video calls and onboarding sessions.
• Technical aptitude with experience using tools like HubSpot, Sheets/Excel, and Canva.
• A passion for helping clients succeed, with a proactive and solution-oriented mindset.

Nice-to-haves

• Experience with project management tools like Atlassian, ClickUp, or Trello.
• Basic knowledge of web development, digital marketing, or lead generation.
• Prior experience in customer service or success roles.

Benefits

• Competitive Salary (San Diego-based, hybrid role) – Compensation dependent on experience
• Health, Vision & Dental Benefits
• 401K Match
• Paid Vacation & Holidays
• Experienced Leadership Team with a track record of success.
• Fun Environment – Darts, Lunches, Snacks, and More!
• Career Growth Opportunities in an expanding company.
• Team Outings, Happy Hours, & Monthly Events.