Customer Onboarding Specialist

Customer Onboarding Specialist

Location: Austin, TX (Hybrid) or Remote (US)

The Customer Onboarding Specialist is responsible for guiding new customers through a structured, high-quality onboarding experience that enables successful adoption, early value realization, and a smooth transition into ongoing support and success models. This role operates within the Professional Services & Onboarding organization and plays a critical role in setting the foundation for long-term customer outcomes.

What You'll Do:

Customer Onboarding & Adoption

• Execute standardized onboarding engagements aligned to defined onboarding frameworks and timelines
• Guide customers through setup, configuration, and orientation activities to ensure readiness and adoption
• Deliver training and enablement resources tailored to customer needs and maturity
• Identify onboarding risks, escalate issues appropriately, and support resolution to maintain momentum

Delivery Execution & Coordination

• Track onboarding progress against milestones, timelines, and success criteria
• Maintain accurate onboarding documentation, customer notes, and delivery artifacts
• Collaborate cross-functionally to ensure smooth handoffs to Customer Success or Support teams

Continuous Improvement & Enablement

• Contribute to the documentation and refinement of onboarding processes, templates, and best practices
• Participate in feedback loops to improve onboarding quality, consistency, and efficiency
• Support adoption of new tools, methodologies, and operating standards introduced by the organization

AI-Enabled & Data-Driven Ways of Working

• Leverage approved AI tools and automation to improve onboarding efficiency, quality, and consistency
• Use data, dashboards, and AI-supported insights to monitor onboarding health, identify risks, and inform next steps
• Continuously build AI literacy and apply AI-enabled practices as part of day-to-day delivery

What You'll Bring:

Core Capabilities

• Strong communication, facilitation, and customer engagement skills
• Ability to manage multiple onboarding engagements with attention to detail and follow-through
• Problem-solving mindset with a focus on customer outcomes

Operational & Technical Skills

• Familiarity with onboarding methodologies, tools, and delivery frameworks
• Comfort working with data, dashboards, and structured processes
• Ability to document processes clearly and maintain accurate records

Mindset & Behaviors

• Customer-centric and adaptable in dynamic environments
• Ownership-oriented, proactive, and accountable
• Collaborative team player aligned to shared goals and outcomes

What Drives Us

At Togetherwork, we exist to help community-driven organizations grow and thrive—creating better experiences for the people they serve. As part of our team, you contribute to our TW28 vision by living our core values: Obsess over our customers. Own it. Together. Move fast with purpose. These values guide how we work, collaborate, and deliver outcomes—building a stronger company, together.

Work Authorization Notice: Candidates must be authorized to work in the United States for the duration of employment without requiring current or future employer sponsorship of any kind, including but not limited to OPT, STEM OPT, H-1B, or any other visa classification.

The Company offers a comprehensive employee benefits program, including:

Medical, dental, and vision insurance options
100% Employer paid short/long term disability
100% employer-paid Basic Life and AD&D insurance
401(k) retirement plan with a 100% company match up to 4%
Flexible paid personal/vacation time built on mutual trust and accountability
10 sick days annually
10 company paid holidays
12 weeks paid parental leave

Salary Range Disclosure

The base range represents the low and high end of the TogetherWork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of TogetherWork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

$60,000

Inclusion and Diversity: TogetherWork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. TogetherWork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.