Customer Onboarding Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

ISI Software, part of the Fullsteam organization, is a leading provider of business management and billing software solutions for the fast lube industry, which focuses on quick oil changes, maintenance services, and related automotive services. ISI's software is specifically designed to address the unique needs of businesses, helping streamline operations, increase efficiency, and improve customer service. 

Pacific time zone hours

Job Summary:

The Customer Onboarding Specialist is responsible for supporting the onboarding process for new and existing customers, helping them successfully adopt our SaaS product. This role involves working directly with customers to guide them through each stage of onboarding, ensuring a smooth and positive experience. You will collaborate with internal teams to deliver consistent service and contribute to continuous improvement of onboarding practices.

Primary Responsibilities:

• Conduct onboarding and software conversion processes from kickoff to go-live, ensuring smooth implementations and that customer expectations are met or exceeded.
• Support the onboarding journey for new and existing customers, facilitating transitions from initial setup to full product adoption.
• Provide accurate and timely information about our SaaS product to customers, helping them understand key features and functionality.
• Collaborate with team members to maintain high standards of customer service and ensure consistent onboarding experiences.
• Assist in the creation and delivery of training materials, webinars, and resources for customers to support their onboarding and product usage.
• Work with your direct Supervisor or Manager to evaluate and improve onboarding processes based on customer feedback and team insights.
• Address customer questions and needs during onboarding to ensure satisfaction and successful product adoption.
• Maintain documentation related to onboarding processes, best practices, and troubleshooting guides.
• Partner with Sales and Customer Success teams to support tailored onboarding experiences for enterprise-level customers.
• Contribute to the development and maintenance of self-service resources in collaboration with your Supervisor or Manager.

Skills & Competencies:

• Action-Oriented – Enjoys working hard; is action-oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.

• Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
• Collaboration - Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Emotional Intelligence - Has the ability to perceive emotions of non-verbal signals of others, reason with emotions to promote thinking and cognitive activity, understand emotions by interpreting the cause of others’ emotions and what they may mean, and manage emotions by having the ability to regulate emotions of self and react and respond appropriately to the emotions of others.
• Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp; capable, and agile.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Minimum Qualifications:

• 2–3 years of experience in customer onboarding, training, customer support, or related roles within a SaaS or technology environment.
• Basic understanding of SaaS products and ability to learn and explain product features to customers.
• Strong customer service orientation with a genuine interest in helping customers succeed.
• Excellent verbal and written communication skills, with the ability to clearly convey information to diverse audiences.
• Strong organizational skills and attention to detail, with the ability to manage multiple onboarding projects simultaneously.
• Problem-solving mindset with the ability to identify common onboarding challenges and escalate or collaborate on solutions.
• Comfortable working cross-functionally with teams such as Sales, Customer Success, Support and Development to support customer needs.
• Excellent interpersonal, organizational, and communication skills.
• Proficiency with common business tools (e.g., CRM systems, video conferencing platforms, and productivity tools like Microsoft Office or Google Workspace).

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.