Apply on Employer Site

VINCUE · 2 days ago

Onboarding Specialist

Kansas City, MO

Full-time

Onsite

Entry, Mid Level

2+ years exp

VINCUE is a founder-led automotive tech SaaS company based in Kansas City, redefining the industry during a phase of tremendous growth. The Onboarding Specialist will serve as the primary contact for new customers, managing their onboarding journey with attention to detail and proactive communication.

AutomotiveProductivity ToolsRetail TechnologySoftware

Responsibilities

Serve as the primary point of contact for new customers from contract signature through successful go-live

Lead kickoff calls to establish expectations, timelines, and success criteria with customer stakeholder

Guide customers through platform setup, configuration, and initial data migration with clear communication and documentation

Conduct product training sessions tailored to customer workflows and user role

Coordinate go-live activities and provide hands-on support during the transition to ensure smooth adoption

Develop and maintain detailed onboarding project plans with clear milestones, tasks, and deadlines

Proactively identify potential roadblocks or delays and develop mitigation strategies

Track progress against timelines and communicate status updates to customers and internal stakeholders

Manage multiple onboarding projects simultaneously while maintaining high attention to detail

Utilize project management and collaboration tools to organize tasks, documentation, and cross-functional communication

Partner with Sales, Customer Success, Product, Engineering, and Support teams to ensure seamless customer handoffs

Escalate technical issues or feature requests to appropriate teams with clear documentation and context

Gather customer feedback during onboarding and share insights with Product and Engineering teams

Coordinate with Support team on knowledge base articles and common setup questions

Facilitate internal alignment meetings to address customer-specific requirements or challenges

Build strong, trust-based relationships with customers through responsive communication and follow-through

Demonstrate empathy and patience while guiding customers through technical setup and change management

Proactively check in with customers to address questions, concerns, or confusion before they become issues

Set realistic expectations and manage scope to ensure successful outcomes

Celebrate customer wins and milestones to reinforce positive momentum

Maintain accurate customer onboarding records, notes, and completion status in CRM systems

Document customer-specific configurations, customizations, and setup decisions for future reference

Create and update onboarding resources, templates, and best practices based on learnings

Identify opportunities to streamline onboarding processes and improve time-to-value for customers

Contribute to team knowledge sharing and continuous improvement initiatives

Take ownership of customer satisfaction during the onboarding phase with a commitment to excellence

Ensure all setup and configuration work meets quality standards and customer requirements

Conduct post-implementation reviews to assess onboarding effectiveness and gather customer feedback

Monitor customer health signals and engagement during onboarding to identify at-risk accounts

Maintain high standards for responsiveness, professionalism, and customer communication

Qualification

Project management toolsCustomer relationship managementCommunication technologyData migrationInterpersonal communicationAttention to detailTeam collaborationProblem-solving

Required

A 4-year college degree with no post-college work experience, or 2-7 years of related work experience

Proven capability effectively using a variety of standard project management, planning, organization, and communication technology tools

Proven interpersonal communication and relationship management competency

You bring a positive, can-do attitude and take pride in being reliable and easy to work with

You are curious, adaptable, and willing to learn — experience matters, but growth mindset and can-do attitude of ownership and accountability matter more

You care deeply about your team and our customers

You care about getting things right — details matter to you

You're comfortable operating in a fast-moving environment without a lot of handholding

You take ownership of problems and see them through to resolution

Organized, methodical, punctual, and reliable

Able to communicate very effectively with customers, partners, and internal teams

Comfortable supporting leadership while independently owning day-to-day execution