Onboarding Specialist

Key Responsibility Area

• Merchant Kickoff & Engagement

Send kickoff invites within 24 hours of sales handoff.

Lead onboarding calls to understand merchant goals, setup requirements, and timelines.

Maintain proactive weekly touchpoints (kickoff, progress updates, handover communication).

• Solutioning & Setup

Configure subscription setups based on merchant needs.

Collaborate with Implementation Engineering for technical solutions.

Work with the Migration team to validate and execute subscription data imports.

• Project & Timeline Management

Align milestones, timelines, and dependencies to move merchants to go-live.

Track onboarding progress in Salesforce, Sheets, and internal dashboards.

Escalate risks early when delays or product gaps impact merchant experience.

• Merchant Experience & Retention

Ensure subscription widget go-live and migration completion.

Communicate with empathy during delays, escalations, or product limitations.

Collect structured feedback and share with Product and Success teams.

• Handover to Success Team

Deliver a fully updated onboarding document at handover.

Confirm merchants feel confident using Loop before transition.

Minimize churn during onboarding and in the first 30 days post-handover.

Qualifications

• 2-4 years in SaaS onboarding, customer success, or implementation roles.

• Strong project management and organizational skills.

• Ability to solutionize for diverse merchant use cases

• Comfort with tools like Salesforce, Google Sheets, Slack, and Shopify ecosystem apps.
• Excellent written and verbal communication; empathetic and proactive with customers.
• Experience working cross-functionally with technical and non-technical teams.
• Able to maintain good calendar hygiene