Onboarding Product Specialist

About Acoustic

Acoustic is a modern software platform that helps thousands of organizations around the world manage their marketing communication. We're a fast-growing SaaS company building innovative marketing technology that empowers businesses to deliver personalized, data-driven customer engagement at scale. Our culture is international, high-paced, and collaborative, but above all, friendly and open. We value people who communicate well, thrive in cross-functional teams, and enjoy solving complex challenges together.

Summary / Overview

As an Onboarding Specialist you will support customers to fully adopt our MarTech software platform. You'll achieve this by establishing a strong rapport with key stakeholders and executing a process-driven onboarding experience. You'll work directly with customers to document their desired outcomes, complete product training, obtain documentation to help our Provisioning Specialists configure their Acoustic account, import their data, and roll out the product to their users.

In this role, you'll manage a portfolio of onboarding projects representing a diverse set of customer industries and geographies. In addition, you'll work with and be supported by several other Acoustic teams and integration partners as you lead our customers through their onboarding journey.

 Essential Duties and Responsibilities

Onboarding Delivery

• Begin onboarding within our Customer Onboarding Team, meeting partners and learning the Acoustic way.
• Work closely with customers to assess their goals and existing business practices, ensuring onboarding alignment, proper account setup, and implementation support.
• Track tasks against schedule, coordinate with internal staff, and ensure milestones are met on time.
• Prepare and deliver training programmes via Microsoft Teams and recorded webinars.
• Measure, track, and analyse results to continuously optimise onboarding programmes.
• Manage end-to-end project delivery for each onboarding engagement, including planning, risk identification, and stakeholder communications.
• Maintain accurate and up-to-date project documentation, including onboarding plans, status reports, and post-onboarding summaries.

Customer Experience

• Strive for 100% customer satisfaction throughout the onboarding process.
• Act as the voice of the customer, partnering with Provisioning, Sales, Product, Services, and Customer Success to deliver a best-in-class experience.
• Become a trusted resource and point of support within the Customer Onboarding Team.

Operational Standards

• Comply with all people and security policies.
• Adhere to billable and client utilization targets as communicated by management.
• Proactively identify and implement improvements to onboarding processes, ensuring changes are well documented and communicated to the team.
• Create and maintain supporting documentation to benefit future onboarding efforts and the wider Acoustic team.

• At least 2 years of experience in a customer-facing SaaS role, with demonstrable success in customer success, support, training, or implementation.
• Experience working with CRM systems (e.g. Salesforce, Microsoft Dynamics), project management tools (e.g. Trello, Asana, Wrike), and communication platforms (e.g. Microsoft Teams, Slack).
• Comfortable owning project timelines, managing dependencies, and proactively communicating progress to stakeholders.
• Exceptional written and verbal communication skills, with the ability to build trust quickly across all levels of a customer organisation.
• A strong team player and self-starter, equally comfortable working collaboratively or autonomously.
• Able to thrive in a fast-paced, dynamic, and evolving environment.
• Bachelor’s degree in a related field, or equivalent relevant work experience.
• Demonstrable experience designing and delivering training sessions or onboarding programmes, ideally in a software or SaaS context.
• Confident facilitator, comfortable leading structured sessions via video conferencing with varied audiences.

NICE TO HAVE

• Experience using AI-powered productivity tools (such as Claude, ChatGPT, or similar) to support day-to-day tasks such as drafting communications, summarising information, or streamlining workflows.
• Previous experience in the MarTech industry, particularly with customer engagement platforms or ESPs.
• Knowledge of and experience with common email deliverability practices.
• Familiarity with basic data handling and file formats (e.g. CSV, JSON), particularly in the context of data imports or migrations.

REMOTE WORKING REQUIREMENTS

• A reliable, high-speed internet connection.
• A dedicated, quiet workspace free from distractions.
• A phone or mobile device suitable for customer-facing calls.
• A headset or microphone suitable for video conferencing (e.g. Microsoft Teams).

How You’ll Benefit

• Product Expertise: Gain in-depth knowledge of Acoustic’s MarTech platform through hands-on customer engagements and structured onboarding programs.
• Customer Impact: Directly shape the first experience customers have with Acoustic, playing a pivotal role in their long-term success.
• Cross-Functional Collaboration: Work closely with Sales, Product, Customer Success, Services, and Provisioning teams, broadening your understanding of the business.
• Process Innovation: Help refine and improve onboarding methodologies, contributing to a best-in-class customer experience.
• Fluid Career Path: This role offers a strong foundation for progression into areas such as Customer Success, Consulting, Product, or Team Leadership.
• Flexible Working: Remote working arrangements are supported, with the tools and team structures in place to help you thrive from anywhere.
• AI & Emerging Technology: Work in an environment that actively embraces AI productivity tools, with the opportunity to develop practical skills in technologies like Claude and similar platforms as they become an integral part of modern working life.