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Customer Onboarding Specialist

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Contract Remote 20d ago

Location:

Miami, FL, US

Company:

Intrigma is a fast-growing SaaS company revolutionizing the healthcare industry with cutting-edge scheduling software used by hospitals and physician groups.

Summary:

The Customer Onboarding Specialist will train and support healthcare clients in utilizing Intrigma’s software, ensuring a smooth transition to AI tools. Applicants need 3+ years of relevant experience and a Bachelor’s or Master’s degree, preferably in a technical or healthcare field.

Requirements:

Credentials: Bachelor’s or Master’s degree, preferably in a technical, business, or healthcare-related field.

Experience: 3+ years in a customer-facing or technical onboarding role in a SaaS environment., Proven experience with project management; PMP certification is a plus.

Job Description:

Job Description

We are looking for a Customer Onboarding Specialist who blends technical aptitude with project management and interpersonal finesse. This role is critical in setting the foundation for long-term customer success. You’ll guide clients through the initial setup and training phases, create tailored onboarding journeys, and provide key input into building our knowledge base for AI-supported onboarding.

You will also serve as a bridge between customers and internal teams, helping to identify opportunities for automation and improved support processes, while actively participating in the evolution of our onboarding strategy.

Key Responsibilities

  • Train customers on how to effectively use Intrigma’s sophisticated scheduling software.

  • Build onboarding plans, training materials, and video seminars tailored to healthcare clients’ unique needs.

  • Set up and configure customer accounts based on workflow requirements and role-based access needs.

  • Guide clients through early adoption of our AI-driven onboarding features and knowledge base.

  • Deliver clear, empathetic, and timely communication via video calls, chat, and email.

  • Contribute to and help expand our onboarding knowledge base to scale client self-service.

  • Provide support via Zendesk during onboarding phases (including limited weekend availability).

  • Collaborate with cross-functional teams (product, engineering, and automation) to resolve issues and improve onboarding tools.

  • Identify opportunities for onboarding automation and communicate needs to the product team.

  • Lead onboarding projects, track milestones, and conduct post-project reviews to ensure continuous improvement.

  • Communicate expectations proactively and manage escalations with professionalism and tact.

  • Build strong, trust-based relationships with clients from diverse backgrounds and time zones.