Onboarding Specialist

Guide new client organizations from contract to confident use of LeaderFactor’s platform. You’ll combine hands‑on onboarding with product‑minded thinking: collect customer feedback, translate it for the product team, and help shape improvements. You’ll also help build the internal systems, documentation, and automations that make our Client Success team more effective. This role supports our digital‑first, human‑second approach, where human time is reserved for insight and strategy.

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Working at LeaderFactor

• Digital‑first, human‑second: we build a product‑led experience and use human touch for insight, strategy, and connection.
• Collaborative by default: you’ll work closely with Product, Client Success, and our partner facilitators to deliver outcomes for customers.

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Onboarding (primary)

• Own day‑to‑day onboarding in the LeaderFactor platform.
• Plan and lead key customer meetings: kickoff, data reviews, logistics/prep, and admin training.
• Manage timelines; proactively re‑engage stalled accounts to keep momentum.
• Educate clients on LeaderFactor solutions and methods; align the plan to their goals.
• Maintain clear written and verbal communication with internal and external stakeholders.

Client Education & Technical Support

• Keep the Knowledge Base accurate, current, and easy to navigate.
• Create short, on‑demand training resources and in‑app guidance.
• Provide timely, effective help on platform setup and usage.

Product Collaboration

• Systematically capture Voice‑of‑Customer from onboarding.
• Triage, synthesize, and share insights with the product team; maintain a clear feedback backlog with priorities, impact, and repro steps.
• Partner with product/design/engineering to define acceptance criteria, pilot features with new customers, and validate fixes.
• Help communicate product changes and prepare the team and customers for new features and updates.

CS Infrastructure (systems & process)

• Help improve workflows, automations, templates, and internal process docs.
• Identify and flag recurring friction points; propose solutions that scale across the client base.
• Standardize the ideal onboarding flow and playbooks for edge cases to reduce manual work.

Experience‑Driven Engagements

• Oversee onboarding for high‑touch engagements (keynotes, workshops).
• Coordinate with facilitators; ensure smooth handoffs and follow‑through.

What Success Looks Like

• Clients complete onboarding on time with clear next steps.
• Faster time‑to‑first‑value and strong early adoption.
• High resource usefulness.
• A reliable product feedback loop: high signal‑to‑noise, quick triage, visible outcomes.
• Fewer manual steps for CS due to better workflows, automations, and documentation.
• Positive client satisfaction during onboarding and handoff to steady‑state.

We’ll run a formal 60‑day review to align expectations and plan growth.

Onboarding (primary)

• Own day‑to‑day onboarding in the LeaderFactor platform.
• Plan and lead key customer meetings: kickoff, data reviews, logistics/prep, and admin training.
• Manage timelines; proactively re‑engage stalled accounts to keep momentum.
• Educate clients on LeaderFactor solutions and methods; align the plan to their goals.
• Maintain clear written and verbal communication with internal and external stakeholders.

Client Education & Technical Support

• Keep the Knowledge Base accurate, current, and easy to navigate.
• Create short, on‑demand training resources and in‑app guidance.
• Provide timely, effective help on platform setup and usage.

Product Collaboration

• Systematically capture Voice‑of‑Customer from onboarding.
• Triage, synthesize, and share insights with the product team; maintain a clear feedback backlog with priorities, impact, and repro steps.
• Partner with product/design/engineering to define acceptance criteria, pilot features with new customers, and validate fixes.
• Help communicate product changes and prepare the team and customers for new features and updates.

CS Infrastructure (systems & process)

• Help improve workflows, automations, templates, and internal process docs.
• Identify and flag recurring friction points; propose solutions that scale across the client base.
• Standardize the ideal onboarding flow and playbooks for edge cases to reduce manual work.

Experience‑Driven Engagements

• Oversee onboarding for high‑touch engagements (keynotes, workshops).
• Coordinate with facilitators; ensure smooth handoffs and follow‑through.

What Success Looks Like

• Clients complete onboarding on time with clear next steps.
• Faster time‑to‑first‑value and strong early adoption.
• High resource usefulness.
• A reliable product feedback loop: high signal‑to‑noise, quick triage, visible outcomes.
• Fewer manual steps for CS due to better workflows, automations, and documentation.
• Positive client satisfaction during onboarding and handoff to steady‑state.

We’ll run a formal 60‑day review to align expectations and plan growth.

• 75% premium healthcare coverage
• Paid time off:
  
  • First 12 months: 10 days
  • National holidays
  • All days between, and including, Christmas Day and New Year's Day
  • Your birthday
• Parental leave:
  
  • Primary caregiver: Up to 8 weeks of leave at base pay
  • Secondary caregiver: Up to 2 weeks of leave at base pay
• 401k: Eligibility after the first 12 months with a 3% guaranteed contribution
• Competitive salary + bonus
• Weekly team lunches
• Educational book program / learning stipend
• Work in a culture that values psychological safety and emotional intelligence
• Access to world-class leadership development tools and solutions

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