Client Onboarding Specialist

The Client Onboarding Specialist will support our client, Signpost, by helping new customers move seamlessly from sold to configured, trained, and ultimately activated. This role owns the technical setup of customer accounts, coordinates implementation dependencies, and keeps onboarding work on track delivering an experience that meets or exceeds customer expectations.

Main Duties and Responsibilities:

• Develop a solid understanding of Signpost's products and service capabilities.

• Configure customer accounts, users, routing, integrations, and credentials.

• Build and update templated websites/landing pages using approved customer copy and services.

• Set up or validate tools such as Yext, Google Analytics, Google Search Console, DNS, and related marketing connections.

• Review customer goals and expectations and ensure they align with Signpost's product/service offerings and value proposition.

• Develop and maintain implementation project plans and supporting documentation: task assignments, training materials, report requirements, process flows, dashboard metrics, and implementation checklists.

• Provide accurate timelines for project deliverables and manage workflow across client and internal tasks and milestones.

• Complete implementation checklists, document progress, and flag blockers quickly.

• Coordinate with Signpost's customer-facing onboarding team on requirements, handoffs, and go-live readiness.

• Handle approved back-office changes: website edits, copy updates, user additions, and recurring maintenance.

• Maintain accurate records in Signpost systems and follow established SOPs.

• Identify service issue trends and work with cross-functional teams to develop a plan of action for improvement.

• Partner with Sales, Account Management, and Customer Support to provide a seamless client transition through the customer journey.

• Other job-related duties as assigned.

Basic qualifications: (education, experience, skills and abilities necessary for the position)

Experience:

• 2-4 years in SaaS onboarding, implementation, technical support, web operations, or customer operations.

• Experience training clients on cloud-based software.

• Project management experience within a client or consulting service.

• Comfort with website CMS tools, DNS, Google Analytics/Search Console, and third-party integrations.

• Experience working from playbooks, checklists, and ticketing/CRM systems.

• Strong attention to detail and ability to manage multiple implementations at once.

• Business process analysis and problem resolution skills.

• Experience working with cross-functional teams in a matrix environment.

• Clear written English and reliable async communication.

Preferred qualifications (Nice to have):

• Experience with local-business marketing, websites, listings, or paid social.

• Background supporting home-services businesses such as roofing, HVAC, or plumbing.

• Basic HTML/CSS or no-code website-builder experience.

Skills and abilities:

• Self-motivated and results-oriented.

• Comfortable in a fast-paced environment.

• Self-starter who can identify issues and problem-solve as needed.

• Adapts well to change and eager to learn.

• Strong interpersonal skills, with the ability to work across the organization and with multiple customers at once.

Success Measures

• Implementations completed accurately and on time.

• Faster time from handoff to activation.

• Low rework and escalation rates.

• Clear, current documentation of every customer's setup status.

• Consistent adherence to Signpost processes and quality standards.

Physical Demands:

• Daily use of standard office equipment (computer, headset, monitors, keyboard, mouse).

• Prolonged periods of sitting, screen usage, and phone/chat interaction.

Working Conditions

• Remoto - Colombia / Latam

• Full time Flexibility

• Nature of work: Individual contributor with cross-functional collaboration, working within Signpost's processes, tools, templates, and escalation paths. Signpost owns customer-facing communication and final go-live approval; the specialist owns assigned technical and back-office setup work.