About this role
The Customer Onboarding Specialist supports new Jamf customers as they start using the product, ensuring they feel informed and confident. The role leads onboarding sessions and product walkthroughs, coordinates solution setup guidance, tracks onboarding milestones, and partners with Customer Success, Support, and Implementation for smooth handoffs.
Key Responsibilities
- Independently welcome and support new customers through onboarding
- Lead live product walkthroughs and onboarding sessions
- Guide solution setup and configuration with senior support
- Track onboarding activities, milestones, and customer feedback
- Coordinate handoffs with Customer Success, Support, and Implementation
Technical Overview
This is customer-facing onboarding for a software product (Jamf for Apple customers). The Specialist manages onboarding activities, conducts product walkthroughs, assists with solution setup and configuration, and tracks milestones in internal systems, with CRM exposure such as Salesforce, Zendesk, or Gainsight.
Ideal Candidate
The ideal candidate has 2+ years of experience in a customer-facing role such as customer support, customer success, onboarding, or training. They can lead live product walkthroughs, guide customers through onboarding and solution setup, and coordinate day-to-day onboarding with Customer Success, Support, and Implementation teams.
Must-Have Skills
Minimum of 2 years of experience in a customer facing role (customer supportcustomer successonboardingtrainingor similar)Independently welcome new customers and support them through initial onboarding engagementsLead live product walkthroughs and onboarding sessionsLearn the product in depth and confidently explain core featuresworkflowsand best practicesManager solution setup and configuration engaging guidance from senior team members on complex or non-standard scenariosApply foundational change management awarenessTrack onboarding activitiesmilestonesand customer feedback in internal systemsPartner with Customer SuccessSupportand Implementation teams to ensure seamless handoffsServe as the primary day-to-day onboarding coordinatorIdentify and resolve common customer questions or challenges independently and escalate when appropriateContribute to onboarding documentationtemplatesand learning resources
Nice-to-Have Skills
Experience working with software or technology productsExposure to CRM or customer tools
Tools & Platforms
SalesforceZendeskGainsight
Required Skills
customer onboardingproduct walkthroughssolution setup and configurationcustomer feedback trackingonboarding documentationchange management awarenesscustomer success handoffsCRMSalesforceZendeskGainsight
Hard Skills
Customer onboardingLead live product walkthroughsProduct walkthroughsSolution setup and configurationGather customer goals and questionsDesign onboarding experiencesChange management awarenessTracking onboarding activitiesmilestonesand customer feedbackUse internal systems to track customer feedbackResolve common customer questions or challenges independentlyEscalate issues when appropriateCreate onboarding documentationtemplatesand learning resourcesExperience working with software or technology productsCRM usageSalesforceZendeskGainsight
Soft Skills
Clearfriendly guidanceCustomer-facing communicationAdapt content and pace to each customer needsCross-functional collaboration with Customer SuccessSupportand Implementation teamsPrimary day-to-day onboarding coordinationConfidence explaining core featuresworkflowsand best practicesProblem-solving skillsMentorship-driven learning
Keywords for Your Resume
Customer Onboarding Specialistonboardingcustomer onboardingcustomer supportcustomer successtrainingproduct walkthroughssolution setupsolution configurationchange management awarenessonboarding documentationtemplateslearning resourcesCRMSalesforceZendeskGainsightcustomer feedbackonboarding milestonesseamless handoffsCustomer SuccessSupportImplementationescalate when appropriatelive onboarding sessionssolution setup and configuration
Deal Breakers
Minimum of 2 years of experience in a customer facing role (customer support, customer success, onboarding, training, or similar), Must be able to lead live product walkthroughs and onboarding sessions
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