Product Onboarding Specialist

The Product Onboarding Specialist is responsible for guiding new clients through the successful implementation and adoption of their assigned MSPbots products. This role ensures clients quickly achieve their initial goals, realize the product's full value, and are set up for long-term success. The specialist acts as a product expert, a strategic advisor, and a key liaison between the client and our internal teams.

Location: Remote (Philippine-based only)

Schedule: 8 AM-5 PM CDT (9 PM-6 AM PHT), Rest Days every Saturday & Sunday

RESPONSIBILITIES

1. Product Mastery & Continuous Learning

• Maintain a deep, up-to-date understanding of MSPbots products and their functionalities.
• Proactively learn about new features and product updates to ensure you can effectively guide clients.
• Act as a subject matter expert for clients and internal teams on product best practices and use cases.

2. Strategic Onboarding & Quick Value Delivery

• Conduct needs assessments to understand client needs and establish clear, measurable onboarding goals.
• Differentiate between short-term onboarding objectives and longer-term strategic goals to manage client expectations effectively.
• Accelerate time to value by leveraging pre-built templates and best-practice configurations to get clients operational quickly.

3. Training & Education

• Equip clients with the knowledge and skills to use the product effectively.
• Develop and deliver engaging online training sessions covering product features, best practices, and implementation strategies.

4. Configuration & Customization

• Help clients set up the product to match their unique processes.
• Guide clients through the configuration and customization of the product to align with their specific workflows.

5. Ongoing Support & Adoption

• Ensure clients continue to use and benefit from the product after initial setup.
• Provide ongoing support and guidance to clients during the initial stages of product adoption.

6. Feedback & Handoff Management

• Capture client feedback and key observations on product functionality and user experience.
• Communicate client feedback and insights to the Product Team to help inform future product development.
• Maintain open communication with the client's dedicated Customer Success Manager (CSM) to keep them updated on onboarding progress and potential challenges.
• Facilitate an effective handoff of clients to their CSM upon successful onboarding completion, ensuring a seamless transition and continuity of support.

7. Knowledge Base & Resources

• Create and contribute to self-serve resources to empower clients.
• Develop and maintain comprehensive onboarding resources, including self-paced educational videos, documentation, tutorials, and FAQs.

8. Risk Mitigation & Proactive Support

• Anticipate and resolve challenges that may hinder client success.
• Proactively identify and address potential roadblocks to successful product adoption.

9. Process Optimization

• Refine the onboarding process to enhance efficiency and effectiveness.
• Contribute to the continuous improvement of the onboarding process based on client feedback and data analysis.

QUALIFICATIONS

• Deep understanding of MSPs, service delivery processes, and common pain points.
• Proven experience in defining and implementing successful process improvements.
• Strong data analysis skills with the ability to identify trends, diagnose problems, and develop solutions. BI Tool Experience a PLUS
• Excellent communication and presentation skills, with the ability to explain complex technical concepts clearly and concisely.
• Deep experience in the ticket dispatching process.
• Deep expertise in PSA best practices.
• Experience with change management and overcoming user resistance.

DESIRABLE QUALITIES

• Discovery and Planning: Active listening skills, the ability to ask insightful questions, and experience tailoring solutions to diverse client needs.
• Training and Education: Strong presentation and facilitation skills, and expertise in adult learning principles.
• Configuration and Customization: Technical proficiency with the product and related technologies, excellent problem-solving skills, and the ability to translate client needs into system configurations.
• Ongoing Support and Adoption: Patience and empathy, a strong customer service orientation, and the ability to build rapport and trust with clients.
• Knowledge Base and Resources: Instructional design skills, technical writing skills, the ability to create clear and concise documentation, and an understanding of knowledge base best practices.
• Risk Mitigation and Proactive Support: Analytical and problem-solving skills, strong communication and interpersonal skills, and the ability to anticipate client needs and concerns.
• Process Optimization: Data analysis and interpretation skills, knowledge of process improvement methodologies (e.g., Lean, Six Sigma), and the ability to identify areas for optimization and implement changes.