Onboarding Specialist - Level II

$65,000 - $65,000/Yr

Align - Indianapolis, IN

Full-time - Mid Level

Remote - Indianapolis, IN

Ambulatory Health Care Services

About the position

The Onboarding Specialist - Level II at Align Technologies is responsible for managing the onboarding process for new customers, ensuring a smooth transition and effective implementation of the company's software solutions. This role involves serving as the main point of contact for multiple clients, delivering tailored training, and providing ongoing support to enhance customer satisfaction and success. The specialist will also document processes and collaborate with internal teams to improve both customer and employee experiences.

Responsibilities

• Serve as the main point of contact for multiple concurrent new customers during the onboarding process.
• Facilitate implementation of busybusy for new customers, including participating in the implementation of any required integration.
• Deliver best-in-class training tailored to admins, supervisors, and employees about role-specific functionality.
• Provide front-line contact for users during the onboarding process with support and technical issues and convey solutions to them using clear and empathetic communication in a timely and accurate way.
• Develop trusted customer relationships through professional, reliable, and authentic interactions.
• Ensure the software is rolled out within the customer's comfort level and expectations as quickly as possible.
• Identify when an issue is either time-sensitive or of high priority for a customer and address it accordingly.
• Understand the goals and objectives of new users to correlate them to features, leading them to success within the product.
• Document the process clearly so future customer experience will continue to feel familiar and supportive.
• Participate in the creation and update of new onboarding assets and technical documentation.
• Collaborate with internal teams to positively impact both the customer and employee experience.

Requirements

• Bachelor's degree preferred; high school diploma or equivalency required.
• 3 - 5 years of experience in customer service or client-facing roles.
• At least one (1) year of software implementation and training experience; equivalent work experience.
• Project management experience and the ability to manage 15+ small to medium-sized projects at any given time.
• Excellent communication and conflict resolution skills, both written and verbal.
• Ability to convey solutions with clarity and empathy.
• Technical skills to solve problems and implement change.
• Skill in identifying time-sensitive or high-priority issues for clients and addressing them accordingly.
• Strong documentation skills to document processes, ensuring a familiar and supportive client experience for future reference.
• Strong proficiency in Excel and Google Suite.

Nice-to-haves

• Experience with the direct integration of two or more SaaS products is preferred.
• Experience in the following is beneficial but not mandatory: busybusy, Construction industry, Accounting industry, Salesforce.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid time off
• 401(k)