Customer Onboarding Specialist
AlertMediaMexico City, Mexico
Full Time
Posted October 16, 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 deployment
- Lead customer meetings to establish goals, expectations, and timelines
- Facilitate implementation sessions, address customer 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 implementation progress and milestones using CRM tools
- Ensure smooth handoff from implementation to Customer Success Manager
- Respond promptly to customer inquiries and provide ongoing support during onboarding
- Participate in cross-functional feedback to improve the implementation process
Requirements
- Proven success in effectively implementing and onboarding a project or software with SMB customers in a customer-facing role.
- At least 2 years of experience in a customer-facing role in a SaaS environment.
- 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.
- Excellent project management skills with proven ability to prioritize competing tasks.
- Strong English language skills, both written and verbal.
- 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 data imports and automations.
- Ability to lead initial customer kickoff meetings, set expectations, and facilitate regular implementation sessions.
- Ability to clearly communicate action items across internal and external teams and provide regular project updates to customers.
- Diligent management of implementation milestones and overall project status using Gainsight.
- Ensure seamless handoff to Customer Success Manager after deployment.
- Participate in cross-functional feedback loops with Leadership and Product Management teams to improve SMB implementation experience.
- Demonstrate a solution-driven mindset and the ability to navigate customer objections when warranted.
- Ability to respond to customer inquiries in a thoughtful and timely manner, displaying ownership in all interactions.
- Ability to sensitize and interpret data for customer consultations.
- Willingness to learn and be coached.
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 (mentorship, tech talks, career development sessions)
Ready to Apply?
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