Platform Onboarding Specialist

INSXCloud Inc. is a company that focuses on providing digital platforms and services. The Platform Onboarding Specialist plays a crucial role in ensuring new users are smoothly introduced to these services, involving user training, account setup, and customer support. Responsibilities Guide new users through the onboarding process Provide live training sessions, webinars, or recorded demos There may be onsite presentations with some travel required Tailor onboarding based on user needs or business type. Educate users on key features, best practices, and workflows Assist users with setting up their accounts and profiles Help configure integrations, APIs, or custom settings as needed Ensure user environments are correctly set up before go-live Answer user queries during the onboarding phase Troubleshoot technical issues and escalate to appropriate teams Track and resolve onboarding roadblocks Provide onboarding materials like guides, checklists, FAQs, and walkthroughs Collaborate with marketing or product teams to update training content Monitor engagement metrics (logins, feature usage, etc.) during onboarding Follow up with users to ensure they're progressing through onboarding milestones Proactively engage at-risk users to ensure successful adoption Collect and relay user feedback to product or development teams Identify common pain points to improve the onboarding flow or platform UI/UX Work closely with sales, product, customer success, and engineering teams Ensure a smooth hand-off from sales to onboarding and from onboarding to customer success Skills Excellent verbal and written communication skills Ability to explain complex technical concepts in simple terms Strong customer service orientation and professionalism Comfort leading training sessions, webinars, or demos in person for large or small groups Strong organizational skills to manage multiple onboardings at once Ability to create and manage onboarding plans, timelines, and milestones Proactive problem-solving and attention to detail Comfortable using and explaining digital platforms or software tools Proficient with computers Strong understanding of SaaS platforms Basic understanding of APIs and integrations Familiarity with CRMs (e.g., Salesforce, HubSpot) Experience with ticketing or support tools (e.g., Zoho, Zendesk, Intercom) Experience with project tools (e.g., Asana, Trello, Notion) Ability to track usage data and onboarding KPIs Identify trends and provide recommendations to improve processes High school diploma or GED 1-3+ years of experience in one or more of the following roles: Onboarding or implementation specialist, Customer success or client services, Technical support, Account management (with a technical product), Experience in a SaaS, tech, healthcare, or platform-based environment is highly preferred Benefits Employee benefits medical Dental Vision Life Participation in the company 401(k) plan Company Overview Headquartered in Ohio, INSXCloud, Inc. provides cutting edge software solutions and professional services to health insurance issuers and brokers. It was founded in 2011, and is headquartered in Akron, Ohio, USA, with a workforce of 11-50 employees. Its website is