Customer Onboarding Specialist

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.

In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.

Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.

Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.

The Customer Onboarding Specialist is a vital part of the Podium team. Responsible for the initial implementation and onboarding of new customer accounts. Responsible for the organization and management of account connections, integration fulfillment, tailored team trainings for all locations in any given account, resolving customer issues, and customer usage monitoring to bring about the successful completion of new customer implementation. The Customer Onboarding Specialist I also has a major role in creating new processes internally and needs to be able to adjust quickly to changing circumstances. 

What you will be doing:

• Primary contact during first 30 days of new customer experience 
• Podium product expert
• Manage potential escalations within first 30 days
• Coordinate all account connections (product and integration related)
• Ensure product adoption through various outreach methods and health scoring of accounts
• Ensure effective hand-off to CSM’s after onboarding period is over
• Conduct full-team trainings for all locations in every account covering best practices
• Coordinating and responding to client issues
• Building new processes and working with different departments to create a smooth implementation experience

What you should have:

• MUST SPEAK FLUENT ENGLISH
• Must be available and willing to work onsite at our Guatemala City office location (we anticipate an office by Jan/Feb 2025)
• 2-3 years of experience in a customer onboarding/implementation role (in SaaS is a plus)
• A bachelor's degree in business or similar field.
• Exceptional written and communication skills
• Experience communicating directly with clients
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Excellent problem solving skills
• Self-starter with prior experience navigating complex customer environments
• Ability to sort through large volumes of data and drive insights and results

What we hope you have:

• Experience with Gainsight and Salesforce

What you should know:

• Must be available to work onsite at our Guatemala City office in Zone 10, Monday - Friday

Benefits

• Bono 14 and Christmas bonus
• 13 paid holidays throughout the year
• Office is located in Zone 10, Edificio Interamericas

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.