Onboarding Specialist

Onboarding Specialist Are you an organized, communicative operations or customer success professional who excels at guiding clients through software transitions? We are seeking a skilled Onboarding Specialist to lead subscribers through their transition to a modern, AI-native property management platform. In this role, you will be the driving force behind client onboardings, ensuring accurate data migrations, managing project timelines, and leading interactive client video calls. If you thrive on taking full project ownership, maintaining high data quality standards, and driving client success without needing a background in software development, we want to hear from you. About First Factory We are a software development company with over two decades of experience, boasting a dynamic team of 175+ professionals actively engaged in diverse projects across various industries. We invite you to join us on this journey as we thrive and embrace fresh challenges. Main responsibilities Guide subscribers through the complete transition from their existing property management software to the platform. Act as a client-facing project manager, driving onboarding forward, owning project timelines, and holding subscribers accountable to key milestones. Conduct interactive, client-facing video calls, including live screen sharing and real-time guided software instruction. Review and validate structured spreadsheet templates to ensure high standards of data quality, formatting, filtering, and sorting prior to platform import. Guide subscribers through their own data export processes without performing manual data entry or software programming. Escalate platform bugs and technical issues clearly and promptly to the technical team. Maintain clear, concise, and confident written and verbal communication across all client touchpoints. Utilize provided playbooks, platform-specific guides, and migration tools to execute structured onboarding workflows. Requirements At least 3 years of experience in customer success, implementation, onboarding, or operations roles, preferably in a SaaS or property management environment. Demonstrated experience managing multiple client projects simultaneously on defined timelines. Strong proficiency in Microsoft Excel or Google Sheets, including formatting, filtering, sorting, and data quality review. Experience conducting client-facing video calls featuring screen sharing and real-time instruction. Excellent written English communication skills, clear, professional, and concise with a bias toward action. Excellent verbal English communication skills with a clear, confident, and professional vocal presence. Reliable high-speed internet connection and a professional home office environment suitable for video calls. Direct experience working inside a property management company (operations, accounting, leasing, or office management) or hands-on experience with platforms such as Buildium, DoorLoop, AppFolio, Yardi Breeze, Propertyware, RealPage OneSite, MRI Residential, or Rent Manager is strongly preferred. Familiarity with property management concepts (rent rolls, ledger history, security deposits, management commission, owner distributions, and lease terms) or data migration/import/export processes is a plus. Locations Heredia Remote status Hybrid About First Factory For over 25 years, First Factory ​has been a place where collaborative excellence meets ​modern technologies. We’re a strong team building exceptional software solutions from Costa Rica​ and LATAM for ​primarily US-based clients. With industry-low turnover, top eNPS globally, and 5 consecutive Inc. 5000 awards, we foster an environment where talented engineers thrive on challenging projects using modern tech stacks.​