Onboarding Implementation Specialist

About the role

Nextiva is seeking an Onboarding Implementation Specialist to join their team in Guadalajara and play a central role in bringing new clients onto the platform. This position is responsible for managing the end-to-end onboarding journey, from the initial kickoff meeting through full platform adoption and go-live. The specialist works directly with customer accounts to understand their communication needs and translates those requirements into a structured onboarding plan. The role also involves close coordination with internal teams including sales, support, and product to ensure that every client receives a consistent and thorough introduction to Nextiva's services.

Key facts

What you'll do

• Guide new clients through the initial setup and configuration of Nextiva's communication platform from the very first day
• Coordinate with account managers and sales teams to understand each client's specific onboarding goals and expectations
• Configure user accounts, role-based permissions, and system settings for incoming organizations according to their operational needs
• Create customized onboarding schedules and timelines that align with each client's business requirements and availability
• Conduct live training sessions that walk clients through core platform features, best practices, and daily workflows
• Document standardized onboarding procedures and best practices to ensure consistency across all client engagements
• Collaborate closely with technical support teams to identify and resolve any setup-related issues during implementation
• Monitor client progress and adoption metrics during the critical first weeks of platform usage and engagement
• Gather structured feedback from new clients to identify areas for improving the overall onboarding experience
• Serve as the primary point of contact for clients throughout the entire onboarding and implementation period
• Ensure all contractual deliverables and service-level commitments are met within the agreed-upon project timeline
• Prepare regular status reports for internal stakeholders that highlight onboarding milestones, potential risks, and upcoming milestones
• Maintain a shared knowledge base of onboarding resources, templates, and FAQs accessible to the entire implementation team

Requirements

• Demonstrated experience in client onboarding, implementation support, or a similar customer-facing role is required
• Strong written and verbal communication skills in both English and Spanish are essential for this position
• Proven ability to manage multiple client accounts simultaneously while maintaining a high level of attention to detail
• Familiarity with SaaS platforms and cloud-based communication tools is expected as a baseline qualification
• Comfort working in a fast-paced environment where priorities shift frequently and deadlines are tight
• Bachelor's degree in a relevant field or equivalent combination of formal education and hands-on experience
• Willingness to work on-site at the Guadalajara office during standard business hours on a regular basis
• A problem-solving mindset paired with a genuine commitment to delivering positive and lasting client outcomes
• Experience with project management and client communication tools is a valuable asset in this role

Nice to have

• Prior experience working directly with contact center or VoIP platforms in a professional setting
• Working knowledge of project management methodologies and workflow automation tools used in client implementations
• Previous exposure to customer success or account management frameworks and methodologies is a plus
• Familiarity with data migration processes and integration workflows between third-party business systems and platforms
• Experience with CRM systems and customer data management platforms used in onboarding workflows

Skills & tools

• Proficiency with customer relationship management and onboarding tracking software platforms used in client-facing roles
• Hands-on experience with cloud-based communication and collaboration software commonly deployed in enterprise environments
• Solid understanding of user access management, identity governance, and role-based permissions configuration
• Familiarity with ticketing and support systems used for tracking client issues and implementation requests
• Ability to create clear and comprehensive onboarding documentation, process guides, and training reference materials
• Comfort using spreadsheet applications and reporting dashboards to track onboarding progress and key metrics
• Knowledge of data privacy regulations and security best practices relevant to client communication platforms

Practical notes

• This is a full-time, on-site position based in Guadalajara, Mexico, requiring regular physical presence at the office during standard business hours
• The role demands consistent in-person collaboration with cross-functional team members at the Guadalajara office throughout each week
• New hires should expect a structured onboarding period during which they will learn internal processes, tools, and client engagement standards
• Work schedules may need to accommodate client time zones spanning North America and South America for live sessions