Customer Onboarding Specialist
AlertMediaMexico City, Mexico
HYBRID
Posted May 19, 2025
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Job Description
The Customer Onboarding Specialist is responsible for guiding SMB customers through the implementation and deployment of AlertMedia's software, ensuring a seamless onboarding experience that sets the foundation for long-term customer success and advocacy.
Key Responsibilities
- Own and manage multiple SMB customer implementations from kickoff to deployment
- Lead customer onboarding meetings to establish goals and set expectations
- Facilitate implementation sessions, address objections, and communicate action items
- Manage data imports, automations, and interpret data to ensure successful setup
- Coordinate with internal teams to provide best practices and tailored solutions
- Track and update project milestones and status using CRM tools like Gainsight
- Ensure smooth handoff to Customer Success Managers post-implementation
- Participate in cross-functional feedback to improve the onboarding process
Requirements
- Proven success in effectively implementing and onboarding a project or software with SMB customers in a customer-facing role within a SaaS environment for at least 2 years.
- At least 1 year of experience guiding customers through the onboarding and implementation lifecycle.
- Experience using a CRM system such as Salesforce, Gainsight, HubSpot, or Zendesk.
- Strong project management skills with the proven ability to prioritize competing tasks and manage multiple implementation milestones simultaneously.
- Excellent written and verbal English language skills.
- Strong listening and creative problem-solving skills.
- Self-motivated and action-oriented, with the ability to work within a team environment.
- Ability to work in a hybrid role requiring 2 days per week in the Reforma area of Mexico City, collaborating with Customer Operations, Engineering, and Product Engineering team members.
- Willingness to work with a high volume of customers and a range of customer profiles.
Benefits & Perks
Competitive Base Salary
Annual Company Bonus
100% paid Medical, Dental, and Vision benefits
Christmas Bonus
Aguinaldo
Holiday and Vacation Days
Additional Vacation Bonus
All computer equipment provided
Ongoing career development opportunities
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