AI Onboarding Specialist

Skills

About the Role

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.

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

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

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