Customer Onboarding Specialist

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.

Job Summary:

As 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.

You’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.

This 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.

Key Responsibilities:
- Client Setup Ownership
- Own the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch.
- Drive client progress by sending proactive nudges and following up via email, phone, and Zoom to ensure clients stay on track.
- Guide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup.
- Monitor and manage onboarding tasks using internal project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed.
- Reignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward.
- Facilitate a smooth website go-live experience.

- Existing Client & Account Support
- Own 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.
- Manage go-live requests for sites completed through a new build, template conversion, or reactivation.
- Client Management and Relationship Building
- Act as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency.
- Anticipate client needs before they arise and communicate proactively to prevent confusion or frustration.
- Build confidence and trust with clients through empathy, professionalism, and accountability in every interaction.
- Collaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience, including clean, well-documented handoffs at each phase transition.

- Customer Activation and Adoption
- Serve as the primary point of contact post-sale through the completion of onboarding and training.
- Facilitate adoption by connecting clients with the Customer Education Team, providing self-service training resources, or answering basic platform questions.
- Identify at-risk clients early, including signs of hesitation or resistance to adopting the platform, and coordinate turnaround strategies with internal teams.
- Promote Sierra’s platform features that help clients achieve measurable success.
- Process Feedback and Refinement
- Own your feedback loop by collecting and sharing client insights to improve onboarding processes and materials.
- Collaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction.

- Educational and Product Guidance
- Provide first-line phone support for basic