Position Summary:
The Onboarding Specialist is responsible for leading customers through the setup and configuration of our AI receptionist solution. This includes managing onboarding timelines, configuring integrations, training end users, and ensuring a seamless transition to our platform.
Essential Duties and Responsibilities:
Customer Onboarding & Setup
- Lead new customer onboarding from kickoff through go-live and handoff to Customer Success, ensuring all technical and operational milestones are achieved.
- Configure customer accounts, settings, and integrations (e.g., scheduling tools, CRMs, VoIP systems, EMRs).
- Manage project timelines and communicate progress clearly with stakeholders.
- Conduct discovery sessions to understand client workflows and design optimized AI receptionist configurations.
Training & Enablement
- Deliver live and recorded training sessions to customers and their staff on system functionality, AI assistant management, and best practices.
- Assist in refining onboarding documentation, user guides, and video tutorials to support product adoption.
- Help customers interpret AI performance data and make adjustments to improve automation accuracy and efficiency.
Technical Implementation
- Collaborate with product and engineering teams to troubleshoot setup issues or configurations.
- Assist with data imports, workflow mapping, and API-based integrations when needed.
- Monitor system performance during the onboarding period and ensure successful customer handoff to the Customer Success or Support team.
Process Improvement
- Continuously refine onboarding processes to improve efficiency, scalability, and customer satisfaction.
- Collect feedback from customers to inform product development and improve implementation workflows.
Competencies: To perform the job successfully, an individual should demonstrate the following.
- Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
- Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
- Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
- Continuous Learning - Assesses own strengths and weaknesses. Pursues training and development opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to continuously build knowledge and skills.
- Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
- Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Education/Experience:
Required:
- 2–4 years of experience in SaaS onboarding, implementation, or customer success roles
- Strong technical and analytical skills — able to configure and troubleshoot SaaS platforms and integrations
- Excellent written and verbal communication abilities with a customer-first mindset
- Experience managing multiple onboarding projects simultaneously
- Familiarity with CRM, scheduling, or communication tools (e.g., HubSpot, Salesforce, Calendly, Twilio, Zoom, Slack, etc.)
Preferred:
- Experience working with AI-based software or automated customer communication tools
- Understanding of API integrations, webhooks, and data mapping concepts
- Experience in a startup or fast-paced SaaS environment where adaptability is key
- Background in industries such as healthcare, legal, or professional services (ideal but not required)
Why You’ll Thrive Here:
In this role, you’ll get to:
- Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
- Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
- Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
- Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Note: PatientNow jobs are listed on our careers page and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or [email protected]