Onboarding Specialist

About Amer

Amer is seeking an Onboarding Specialist to join its team in Riyadh, Saudi Arabia. This full-time role is integral to customer success and operations, focusing on ensuring a seamless customer journey from initial activation through ongoing product support. The position reports to either the Customer Success Manager or the Head of Operations.

Role Overview

The Onboarding Specialist serves as a primary point of contact between customers and internal teams. This role involves guiding clients through platform understanding, account configuration, feature adoption, and resolving operational issues to maximize the value derived from the system. The ideal candidate will combine strong communication and customer service skills with an understanding of SaaS platforms, business processes, and customer requirements.

Key Responsibilities

• Manage the onboarding process for new customers from account activation to successful go-live.
• Conduct onboarding and product training sessions for customers and their teams.
• Understand customer business processes and configure the platform accordingly.
• Assist with initial setup, including company information, users, roles, permissions, properties, units, contracts, and other data.
• Follow up on onboarding progress and ensure completion within agreed timelines.
• Maintain onboarding checklists and document customer requirements and progress.
• Coordinate with Sales, Operations, and Technical teams for additional configuration or integration.
• Deliver online and in-person training sessions, explaining platform modules, features, workflows, and best practices.
• Help customers adopt relevant features based on operational needs.
• Prepare and maintain user guides, FAQs, training materials, and support documentation.
• Introduce customers to newly released features and enhancements.
• Receive and manage customer inquiries through approved support channels.
• Provide first-line support for functional and operational issues.
• Troubleshoot issues and determine root causes (user configuration, product functionality, or technical defects).
• Escalate technical issues to the appropriate teams with clear documentation.
• Follow up on escalated tickets until resolution, keeping customers informed.
• Maintain accurate records of customer requests, incidents, and resolutions.
• Ensure support requests are handled according to defined SLAs and internal procedures.
• Build professional relationships and maintain regular communication during onboarding and support.
• Identify recurring customer issues and recommend product or process improvements.
• Collect customer feedback and communicate insights to Product and Operations teams.
• Monitor customer satisfaction and proactively address onboarding or adoption challenges.
• Support customer retention by ensuring successful platform utilization.

Qualifications and Experience

• 0-1 years of relevant experience.
• Strong communication and customer service skills.
• Ability to understand SaaS platforms, business processes, and customer requirements.

Performance Indicators

Performance in this role may be measured by metrics such as onboarding completion time, percentage of customers reaching go-live, customer training completion rate, first response and resolution times, SLA compliance, number of successfully resolved support tickets, customer satisfaction (CSAT), product adoption and feature utilization, quality and accuracy of ticket documentation, and reduction in recurring support issues.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within the Customer Success / Operations department.