About the role

Onboarding Specialist managing customer onboarding and success for Acoustic's marketing technology. Ensuring product adoption through effective training and project management across various customer sectors.

Responsibilities

Begin onboarding within our Customer Onboarding Team, meeting partners and learning the Acoustic way.
Work closely with customers to assess their goals and existing business practices, ensuring onboarding alignment, proper account setup, and implementation support.
Track tasks against schedule, coordinate with internal staff, and ensure milestones are met on time.
Prepare and deliver training programmes via Microsoft Teams and recorded webinars.
Measure, track, and analyse results to continuously optimise onboarding programmes.
Manage end-to-end project delivery for each onboarding engagement, including planning, risk identification, and stakeholder communications.
Maintain accurate and up-to-date project documentation, including onboarding plans, status reports, and post-onboarding summaries.
Strive for 100% customer satisfaction throughout the onboarding process.
Act as the voice of the customer, partnering with Provisioning, Sales, Product, Services, and Customer Success to deliver a best-in-class experience.
Become a trusted resource and point of support within the Customer Onboarding Team.
Comply with all people and security policies.
Adhere to billable and client utilization targets as communicated by management.
Proactively identify and implement improvements to onboarding processes, ensuring changes are well documented and communicated to the team.
Create and maintain supporting documentation to benefit future onboarding efforts and the wider Acoustic team.

At least 2 years of experience in a customer-facing SaaS role, with demonstrable success in customer success, support, training, or implementation.
Experience working with CRM systems (e.g. Salesforce, Microsoft Dynamics), project management tools (e.g. Trello, Asana, Wrike), and communication platforms (e.g. Microsoft Teams, Slack).
Comfortable owning project timelines, managing dependencies, and proactively communicating progress to stakeholders.
Exceptional written and verbal communication skills, with the ability to build trust quickly across all levels of a customer organisation.
A strong team player and self-starter, equally comfortable working collaboratively or autonomously.
Able to thrive in a fast-paced, dynamic, and evolving environment.
Bachelor’s degree in a related field, or equivalent relevant work experience.
Demonstrable experience designing and delivering training sessions or onboarding programmes, ideally in a software or SaaS context.
Confident facilitator, comfortable leading structured sessions via video conferencing with varied audiences.

**How You’ll Benefit
**Product Expertise: **Gain in-depth knowledge of Acoustic’s MarTech platform through hands-on customer engagements and structured onboarding programs.
**Customer Impact: **Directly shape the first experience customers have with Acoustic, playing a pivotal role in their long-term success.
**Cross-Functional Collaboration: **Work closely with Sales, Product, Customer Success, Services, and Provisioning teams, broadening your understanding of the business.
**Process Innovation: **Help refine and improve onboarding methodologies, contributing to a best-in-class customer experience.
**Fluid Career Path: **This role offers a strong foundation for progression into areas such as Customer Success, Consulting, Product, or Team Leadership.
**Flexible Working: **Remote working arrangements are supported, with the tools and team structures in place to help you thrive from anywhere.
**AI & Emerging Technology: **Work in an environment that actively embraces AI productivity tools, with the opportunity to develop practical skills in technologies like Claude and similar platforms as they become an integral part of modern working life.