Onboarding Specialist
The Role You'll Play
You'll guide new Mindbody customers through their software journey - from configuration and training to launch. Acting as their trusted partner, you'll lead virtual onboarding sessions, gather requirements, and build out their sites to match their unique goals and business needs. You'll troubleshoot challenges, recommend value-added services, and collaborate across teams to ensure every customer feels confident and set up for success.
Manage onboarding for assigned customers, delivering configuration, training, and support through virtual video sessions
Gather customer requirements during kickoff calls and configure their software environment to align with their business objectives
Identify opportunities to recommend and coordinate additional Mindbody services and products that add value
Troubleshoot software challenges and collaborate with Engineering and Product teams to resolve issues
Build trust and confidence by sharing your firsthand knowledge of Mindbody products, services, and processes
Proactively follow up with customers to ensure engagement, answer questions, and support their progress
Schedule ongoing training sessions as needed to reinforce learning and drive adoption
Stay current on Mindbody software, industry trends, and best practices through continuous learning
The Experience You’ll Bring
2+ years of customer service experience in a client-facing role
Strong English communication skills
Strong time management skills with the ability to prioritize and organize your workload effectively
Experience with training, teaching, or presenting information to individuals or groups
Comfortable conducting virtual meetings and building rapport on camera via video conferencing tools
Ability to listen actively, ask thoughtful questions, and solve problems with clarity and creativity
Familiarity with database and internet-based software, including Microsoft Outlook, Excel, and Word
Skilled in online communication tools such as email, chat, and video platforms like Zoom or Google Meet
Knowledge of current industry practices and technology trends that impact customer success experience in the boutique fitness studio industry is ideal but not required
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