AI Onboarding Specialist
You will be the primary contact for new customers during their first 30 days with Podium, acting as a product expert to guide them through onboarding. You will implement and configure AI agents for customer accounts, coordinate all product and integration-related account connections, and ensure product adoption through outreach and health scoring. You'll manage potential escalations, conduct full-team trainings across all locations for every account, and respond to client issues as they arise. You will also play a key role in building new internal processes, working cross-functionally with other departments to create a smooth implementation experience, and ensuring an effective hand-off to Customer Success Managers once onboarding is complete.
Responsibilities
- Serve as the primary contact during the first 30 days of the new customer experience
- Act as a Podium product expert
- Manage potential escalations within the first 30 days
- Coordinate all account connections (product and integration-related)
- Ensure product adoption through various outreach methods and health scoring of accounts
- Implement and configure AI agents
- Ensure effective hand-off to CSMs after the onboarding period is over
- Conduct full-team trainings for all locations in every account, covering best practices
- Coordinate and respond to client issues
- Build new processes and work with different departments to create a smooth implementation experience
Requirements
- 1-2 years of experience in a customer onboarding/implementation role (SaaS experience is a plus)
- Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts
- A bachelor's degree in business or a 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
- Interest in further understanding and working with AI agents
- Experience with Gainsight and Salesforce is a plus
Benefits
- Life insurance, long and short-term disability coverage
- Paid maternity and paternity leave
- Fertility Benefits
- Excellent medical, dental, and vision benefits
- 401k Plan
- Bi-annual swag drops with cool Podium gear and apparel
- Onsite HQ gym with local professional coaches and classes offered
- Onsite HQ child care center, subsidized for employees