Onboarding Implementation Specialist

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re reimagining how businesses connect, bringing together customer experience and team collaboration on a single, conversation centric platform. Powered by AI, driven by human innovation. Our culture is forward thinking, customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong. Location: This is an onsite role based at Nextiva’s Guadalajara office (Calle Amado Nervo 2200, Jardínes del Sol, 45050 Zapopan, Jal.) Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. In-Office Expectation: This role is expected to work onsite five days per week, supporting a highly collaborative, in-person team environment. At Nextiva, delivering Amazing Service® starts with a great onboarding experience. As an Onboarding Implementation Specialist, you'll be the first point of contact for customers after their purchase, helping them successfully begin their journey with Nextiva. In this customer-facing role, you'll guide customers through the onboarding process by gathering the information needed to configure their services, answering questions, ensuring onboarding requirements are complete, and partnering with internal teams to keep implementations moving smoothly. Success in this role comes from building customer confidence, staying organized, communicating clearly, and ensuring every account is prepared for successful implementation. This is an excellent opportunity for someone with customer service, technical support, or SaaS support experience who enjoys helping customers, managing multiple priorities, and working in a collaborative environment. Key Responsibilities Serve as the primary customer contact immediately following the sales handoff Guide customers through the onboarding process and set clear expectations for implementation Collect and validate onboarding information, including users, devices, network details, call flows, authorized contacts, and other account requirements Assist customers in completing onboarding requirements using Nextiva's onboarding tools and processes Respond to customer inquiries via phone, email, and case management systems throughout the onboarding process Troubleshoot common onboarding and configuration questions, escalating more complex issues to the appropriate teams Own and coordinate onboarding escalations that arise before or after customer setup by gathering context, communicating clear next steps, engaging the appropriate internal teams, and following through to resolution Coordinate with internal implementation and onboarding teams to keep customer projects moving forward Maintain accurate customer records and documentation within internal systems Ensure customer information is complete and accurate before transitioning the account for implementation Use onboarding conversations and account information to identify potential growth opportunities, such as additional users, locations, products, or services that may better support the customer's goals Manage multiple customer onboarding cases simultaneously while delivering a positive customer experience Follow established onboarding workflows while meeting service-level agreements (SLAs), quality standards, and productivity goals Preferred Experience supporting customer onboarding or account setup Basic understanding of VoIP, Unified Communications, or cloud-based technologies Experience working in CRM or case management systems What Makes You Successful You enjoy…