Onboarding Specialist

About the role

You will serve as a primary contact for new customers, guiding them through the setup and implementation of our AI-powered communication platform. This role requires direct client interaction to ensure users successfully adopt our product suite and understand its core capabilities. You will handle technical troubleshooting and configuration issues that arise during the initial deployment stages. The position focuses on managing the end-to-end lifecycle of account setup from activation to steady state usage. You will conduct training sessions for both administrators and end-users to facilitate organizational change management. Success in this role depends on your ability to translate complex platform features into simple, actionable steps for clients. You will act as the main point of escalation for any challenges that occur during the onboarding phase. This is a critical role in ensuring customer satisfaction and long-term retention for Dialpad.

Key facts

What you'll do

• Manage the end-to-end deployment process for new client accounts and product purchases, ensuring all steps are completed accurately and on schedule.
• Conduct training sessions for administrators and end-users to facilitate change management and drive platform adoption across the organization.
• Provide guided walkthroughs for portal configuration and system implementation to help clients optimize their settings.
• Analyze client requirements to resolve issues and deliver high-quality onboarding experiences that meet or exceed expectations.
• Advise customers on platform best practices and configuration expectations to prevent future operational roadblocks.
• Act as the main point of escalation for any challenges during the onboarding phase, coordinating with internal teams as needed.
• Execute ad-hoc projects as required by the business, demonstrating flexibility and responsiveness to shifting priorities.
• Maintain detailed documentation of each onboarding journey to ensure consistency and provide a reference for future implementations.
• Collaborate with sales and technical teams to ensure a smooth transition from sale to successful customer launch.
• Monitor client progress post-onboarding to identify opportunities for additional value realization or support needs.
• Utilize structured methodologies to guide clients through each phase of the implementation lifecycle.
• Communicate project status and timelines clearly to stakeholders to maintain transparency and trust.
• Identify patterns in client challenges to contribute to process improvements and product feedback loops.
• Support the scaling of customer success initiatives by standardizing workflows and reusable templates.

Requirements

• 2-3 years of professional experience in software implementation, account management, or customer onboarding.
• 1 year of experience supporting, updating, or configuring VOIP solutions.
• Proven experience working with SaaS or telecommunication providers.
• Ability to work US core hours to align with global client needs and support schedules.
• Must maintain a dedicated, professional workspace with high-quality internet connectivity for reliable remote work.
• Ability to remain on-camera for team meetings and client interactions to foster strong visual communication.
• Excellent English communication skills, both written and verbal, to ensure clarity in all interactions.
• Ability to work independently with minimal supervision while maintaining accountability and deadlines.
• Willingness to adhere to company policies and procedures regarding data privacy and client confidentiality.
• Commitment to maintaining a professional demeanor in all virtual engagements with clients and colleagues.
• Access to a reliable computer system that meets the technical requirements for platform access and multitasking.
• Willingness to participate in ongoing training and development to stay current with platform updates.

Nice to have

• Experience managing chat-based support or navigating multiple software windows simultaneously.

Skills & tools

• VOIP configuration
• SaaS implementation
• Customer training and change management
• Technical troubleshooting
• Account management

Practical notes

This role reports to the Senior Manager, Customer Onboarding. Candidates should possess a self-motivated, detail-oriented, and organized approach to work. Dialpad is an equal-opportunity employer. If you do not meet every listed requirement but possess the core traits and drive for this position, you are encouraged to apply.