ACS Foundation

The Cloud Onboarding Specialist is responsible for supporting customers in the onboarding and implementation of third-party software solutions. This role involves ensuring that customers experience a smooth and efficient onboarding process, tailored to their specific needs. The Specialist will act as a trusted advisor and technical resource for customers, helping them achieve their desired outcomes through effective configuration, setup, and education on the use of the products.

Responsibilities:

• Lead and manage the onboarding of customers for third-party software, ensuring all configuration requirements are gathered and implemented according to best practices.
• Collaborate closely with customers to understand their business needs and help them tailor software solutions accordingly, ensuring alignment with the desired objectives.
• Provide product setup assistance, conducting walkthroughs, and troubleshooting issues during the implementation phase.
• Develop and deliver customer training sessions, demonstrating product features and capabilities, and ensuring customer teams can make the most of the software.
• Act as a primary point of contact for customers throughout their onboarding journey, offering guidance and advice to improve adoption and resolve any issues.
• Prepare and maintain onboarding documentation, training materials,      and FAQs to assist customers and reduce repetitive queries.
• Liaise with product and technical support teams to communicate customer feedback and identify opportunities for improvement in the onboarding process or product features.
• Manage customer expectations and ensure all milestones are met on time.
• Proactively identify potential implementation risks and collaborate with the team to provide appropriate mitigation.
• Contribute to the development of best practices and a positive, customer-centric onboarding experience.

Skills & Qualifications:

• University qualifications in a related field are necessary.
• Strong technical aptitude, with the ability to learn and explain software features effectively and a solid understanding of configuration and customisation processes.
• Excellent time management skills, including the ability to manage timelines and deliver outcomes as per agreed milestones.
• Exceptional communication skills, capable of clearly conveying information to technical and non-technical audiences alike.
• Problem-solving attitude with an aptitude for thinking outside the box to achieve customer success.
• Experience or training in conducting product demonstrations in a professional setting.
• Strong teamwork abilities and a customer-first approach.
• Ability to manage multiple onboarding projects concurrently with attention to detail.

Desirable Skills:

• Experience with cloud-based ITSM platforms.
• Familiarity with scripting or automation tools that can assist inonboarding efficiency.
• Experience in customer success management within the SaaSenvironment.

Training on specific products will be provided to ensure that the Specialist is fully equipped to assist customers effectively.

The Cloud Onboarding Specialist will play a vital role in ensuring customers feel comfortable, confident, and set up for success with third-party software solutions. The ideal candidate will be proactive, approachable, and a problem-solver, committed to providing an excellent customer experience while adhering to best practices.