Customer Onboarding Specialist
AlertMediaMexico City, Mexico
Full Time
Posted August 28, 2025
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Job Description
The role involves managing the onboarding and implementation of SMB customers for a SaaS company, ensuring a smooth deployment process, driving customer success, and facilitating effective communication between internal teams and clients to maximize value and foster long-term relationships.
Key Responsibilities
- Own and manage multiple SMB customer implementations from kickoff to handoff
- Lead initial customer meetings to establish goals and project expectations
- Facilitate implementation sessions, address customer objections, and communicate action items
- Manage data imports, automations, and interpret data to ensure successful deployment
- Coordinate with internal teams to provide best practices and tailored solutions
- Track and update project milestones and status using CRM tools like Gainsight
- Ensure a seamless transition to Customer Success Managers post-implementation
- Respond promptly to customer inquiries and provide ongoing support during onboarding
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 a week in the Reforma area of Mexico City.
- Ability to manage and interpret data, including consulting on data imports and automations.
- Ability to clearly communicate action items across internal and external teams and provide regular project updates to customers.
- Experience leading initial customer kickoff meetings and facilitating regular implementation working sessions.
- Experience managing implementation milestones and overall project status using tools such as Gainsight.
- Ability to sensitize and interpret customer data and manage customer objections when warranted.
- Ability to lead a seamless handoff to Customer Success Managers after deployment.
- Willingness to participate in cross-functional feedback loops with Leadership and Product Management teams to improve SMB implementation processes.
- Desire to work with a high volume of customers and a range of customer profiles.
Benefits & Perks
Competitive Base Salary
Annual Company Bonus
100% Employer-Paid Medical, Dental, and Vision Coverage
Parental Leave Program
Christmas Bonus
Aguinaldo
Generous Vacation and Holiday Policy
Monthly Work-from-Home Stipend
All Necessary Equipment Provided (Laptop, monitor, accessories)
Recognition Rewards
Language Immersion Program
Continuous Learning and Growth Opportunities
Award-Winning Culture
Ready to Apply?
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