Onboarding Specialist (Fort Wayne)

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 customers Reviewing processes for onboarding and pipeline tracking to recommend and implement enhancements Assist in creating or requesting re-usable digital materials to pre-emptively help users Working with new customers to establish needs and goals in adopting Factor Secondary Responsibilities: Back-up for product support staff, particularly when onboarding customers request assistance Follow-up with customers that have less immediate or urgent requests Presenting new and existing features to educate customers on how to adopt them for their business RECOMMENDED EXPERIENCEExperience in a customer-facing role with heavy communication is expected: Work in training, support, or customer service preferred Work in sales or project management may qualify Experience tracking process workflow is necessary: Work in task, ticket, or process management tools to track status and follow-ups Experience planning and triaging time-sensitive work items Understanding of basic business subject matter is expected: Willingness to learn our product inside and out to understand how companies adopt, use, and benefit from it Basic understanding of project management Rudimentary understanding of accounting Basic understanding of professional services businesses Experience with media creation tools is preferred: Work creating documents and multi-media in Adobe Creative Suite or with other similar creative tools SKILLS / CAPABILITIES OF THE JOB Soft Skills Able to provide customer service with a balance of empathy and practicality Comfortable speaking to users at various levels of an organization Capable of organizing and prioritizing incoming requests Able to follow a plan when possible and adapt to special requests when reasonable Technical Skills Uses modern communications software on mobile and stationary devices Uses modern platforms for task coordination, tracking, and follow-up Uses standard office tools and more advanced creative tools to create and share documents

Created: 2025-09-29