Onboarding Specialist

ABOUT FACTOR A/E:Factor A/E is an online web application that manages projects, budgets, schedules, and invoicing for firms in the architecture and engineering (A/E) industry. Because the app replaces existing products or manual processes when adopted, onboarding to Factor is a hands-on and involved process. We are continuously seeking to enhance the onboarding experience through standardized tools and resources, and are seeking to grow the team that works with new customers and supports their journey of adoption.We have an office downtown Fort Wayne, IN where our team works together most of the week, but we offer flexible work-from-home and paid-time-off policies. This is an ideal position for somebody seeking a high-tech and fast-paced environment.JOB RESPONSIBILITIESSeeking an individual that assists customers with onboarding to the Factor software system by providing resources, oversight, and direct support with new and existing customers. Job responsibilities include:Primary Responsibilities:Overseeing and coordinating onboarding plans and the Factor product specialists assisting customersReviewing processes for onboarding and pipeline tracking to recommend and implement enhancementsAssist in creating or requesting re-usable digital materials to pre-emptively help usersWorking with new customers to establish needs and goals in adopting FactorSecondary Responsibilities: Back-up for product support staff, particularly when onboarding customers request assistanceFollow-up with customers that have less immediate or urgent requestsPresenting new and existing features to educate customers on how to adopt them for their businessRECOMMENDED EXPERIENCEExperience in a customer-facing role with heavy communication is expected:Work in training, support, or customer service preferredWork in sales or project management may qualifyExperience tracking process workflow is necessary:Work in task, ticket, or process management tools to track status and follow-upsExperience planning and triaging time-sensitive work itemsUnderstanding of basic business subject matter is expected:Willingness to learn our product inside and out to understand how companies adopt, use, and benefit from itBasic understanding of project managementRudimentary understanding of accountingBasic understanding of professional services businessesExperience with media creation tools is preferred:Work creating documents and multi-media in Adobe Creative Suite or with other similar creative toolsSKILLS / CAPABILITIES OF THE JOBSoft SkillsAble to provide customer service with a balance of empathy and practicalityComfortable speaking to users at various levels of an organizationCapable of organizing and prioritizing incoming requestsAble to follow a plan when possible and adapt to special requests when reasonableTechnical SkillsUses modern communications software on mobile and stationary devicesUses modern platforms for task coordination, tracking, and follow-upUses standard office tools and more advanced creative tools to create and share documents

Created: 2025-09-26