Technical Onboarding Specialist

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About Zello

Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion (yes, with a B) messages a month. 

At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders.

And this is where you come in.

Zello connects the world’s frontline. Our push to talk platform turns smartphones and rugged devices into instant, secure communication tools for workers in retail, aviation, construction, logistics, manufacturing, and other frontline industries. As a Technical Onboarding Specialist, you will help new customers launch Zello successfully by translating their goals into clear onboarding plans, guiding them through configuration, and ensuring they see value quickly. You sit at the intersection of product, technology, and customer success.

After a successful first year, you will

• Have led multiple enterprise technical onboarding projects from kickoff through launch, with clear plans, milestones, and successful go lives

• Be trusted by Sales, Customer Success, and customers as the go to person for Zello onboarding and early product adoption

• Have created or improved playbooks, documentation, and checklists that make onboarding more consistent and scalable

• Be comfortable running structured onboarding calls and trainings for admins, champions, and larger customer groups

What you will do

• Run discovery with new customers, define onboarding plans, and manage timelines and expectations

• Configure and implement Zello by mapping customer use cases to accounts, channels, roles, devices, and technical integrations

• Lead customer facing onboarding sessions, trainings, and check ins to ensure customers understand how to use and manage Zello

• Troubleshoot onboarding related issues, escalate bugs or edge cases to product and engineering, and relay product feedback

• Document onboarding steps, decisions, and outcomes in CRM or project tools and recommend process improvements

Who you are

• Have experience onboarding enterprise customers for a B2B SaaS product with moderate or higher product complexity

• Bring technical fluency with integrations, APIs, mobile apps, or device based workflows and can explain concepts to non technical stakeholders

• Are organized and able to manage multiple onboarding projects at once without dropping details or missing handoffs

• Communicate clearly and confidently in writing and on calls, and are comfortable leading structured customer conversations

• Pay close attention to detail, document your work, and care deeply about setting customers up for long term success

• Willing to travel up to 50% of the time, based on customer deployment needs

Bonus

• Exposure to customer success metrics such as time to value, adoption milestones, and churn risk

• Experience improving or scaling onboarding processes, not just executing them

• Industry experience with frontline, retail, aviation, or hard hats customers

This role is not

• Deep engineering or coding work beyond what is needed for configuration and troubleshooting

• A sales or quota carrying position focused on closing new business

• A people management role or a back office role with limited customer interaction

We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company in Austin without a ping-pong table and free snacks in our break room. Join us!

Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

All Zello personnel are required to comply with defined security, privacy, and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.