{"id":871533,"url":"https://alion.io/job/sierra-interactive-customer-onboarding-specialist","title":"Customer Onboarding Specialist","company":{"id":58800,"name":"Sierra Interactive","domain":"sierrainteractive.com","url":"https://alion.io/company/sierra-interactive","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-11T00:00:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-27T09:01:25Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams, and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high-growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States - we are fully remote. We have ambitious growth plans over the next five years, and that’s where you come in.\nJob Summary:\nAs a Customer Onboarding Specialist at Sierra Interactive, you are the owner of the client onboarding journey and the primary point of accountability for ensuring new customers experience a smooth, successful transition from sale to site launch, and for supporting existing clients through account changes and platform adoption.\nYou’ll lead each client from contract to go-live, maintaining momentum, setting clear expectations, and building trust through proactive, high-touch communication. You’ll remove blockers, provide solutions, and ensure every client feels guided, informed, and supported.\nThis is not a behind-the-scenes role. You are expected to own outcomes, demonstrate strong client management skills, and drive measurable results for every project.\nKey Responsibilities:\nClient Setup Ownership\nOwn the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch.\nDrive client progress by sending proactive nudges and following up via email, phone, and Zoom to ensure clients stay on track.\nGuide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup.\nMonitor and manage onboarding tasks using internal project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed.\nReignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward.\nFacilitate a smooth website go-live experience.\nExisting Client & Account Support\nOwn account reactivations, package changes, and website template conversions for existing clients, guiding each through to completion with the same accountability and communication standard as new client onboarding.\nManage go-live requests for sites completed through a new build, template conversion, or reactivation.\nClient Management and Relationship Building\nAct as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency.\nAnticipate client needs before they arise and communicate proactively to prevent confusion or frustration.\nBuild confidence and trust with clients through empathy, professionalism, and accountability in every interaction.\nCollaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience, including clean, well-documented handoffs at each phase transition.\nCustomer Activation and Adoption\nServe as the primary point of contact post-sale through the completion of onboarding and training.\nFacilitate adoption by connecting clients with the Customer Education Team, providing self-service training resources, or answering basic platform questions.\nIdentify at-risk clients early, including signs of hesitation or resistance to adopting the platform, and coordinate turnaround strategies with internal teams.\nPromote Sierra’s platform features that help clients achieve measurable success.\nProcess Feedback and Refinement\nOwn your feedback loop by collecting and sharing client insights to improve onboarding processes and materials.\nCollaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction.\nEducational and Product Guidance\nProvide first-line phone support for basic customer education questions during onboarding, including setup and “how-to” guidance on CRM features, IDX, and lead management.\nEscalate advanced training needs to the Customer Education Team and technical issues to Support.\nRequirements\nEducation: High school diploma or GED\nExperience: 1-3+ years working in customer support, project or account coordination, or customer success in a SaaS environment\nSkills\nYou take ownership of outcomes end-to-end without needing to be managed, and you follow through until the job is actually done.\nYou communicate proactively, reaching out with updates and next steps before a client has to ask.\nYou build trust and confidence quickly, with empathy and professionalism, even when a client is frustrated or a project is off track.\nYour writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar.\nYou’re highly organized and able to juggle a full portfolio of concurrent projects, re-prioritizing quickly as risks and deadlines shift.\nYou coordinate smoothly across teams, keeping handoffs clean and other teams informed rather than working in isolation.\nSubject Matter Knowledge\nPrior experience with customer onboarding is a plus.\nExperience with best practices for lead generation, digital marketing, or contact database management.\nFamiliarity with content management systems and CRMs is a plus.\nInterpersonal Abilities\nYou're a hard worker - both independently and in group settings - with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details.\nWorking with people makes you happy. You're a talented communicator and can artfully break down something complex into smaller, consumable concepts.\nAdditional Requirements\nA team player who can collaborate effectively with cross-functional teams across the organization.\nA commitment to continuous learning and professional development.\nPrior experience working remotely or with distributed teams is preferred.\nReal estate experience is a plus.\nBenefits\nExcellent medical, dental, and vision coverage. Full cost covered for employee, and option to add spouse/partner and dependents.\n401k retirement plan (up to 4% matching).\n15 days PTO, 10 paid holidays.\n12 weeks of paid parental leave.","description_format":"text","description_chars":6221,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Parental leave","Professional development","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Real Estate Brokerage","Web Development Services"],"lifecycle":[{"event":"open","at":"2026-09-13T17:32:17Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.528,"p_room":0.55,"age_days":46,"expected_fill_days":37,"reasons":["conf:5","win:tail"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/sierra-interactive-customer-onboarding-specialist","json_url":"https://alion.io/job/sierra-interactive-customer-onboarding-specialist.json","meta":{"generated_at":"2026-10-27T12:59:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":963,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58800},"rest":"https://alion.io/mcp/rest/get_company?id=58800"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsierra-interactive-customer-onboarding-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsierra-interactive-customer-onboarding-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsierra-interactive-customer-onboarding-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sierra-interactive-customer-onboarding-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsierra-interactive-customer-onboarding-specialist"}]}