Customer Onboarding Specialist

Agilysys delivers state-of-the-art software and services built exclusively for hospitality, helping organizations go beyond traditional property management (PMS), point-of-sale (POS), and food and beverage inventory and procurement systems. Its best-in-class solutions operate independently or as a unified ecosystem that connects data and workflows across an operation, property or enterprise. Powered by intelligent guest profiles, data-driven capabilities, and embedded artificial intelligence (AI), Agilysys is architected on a unified data model with a single set of APIs that create shared operational memory across all systems, enabling guest-specific insights to be acted on in real time at any touchpoint. Agilysys delivers advantage through pace and integration, transforming hospitality technology from a system of record into a system of action that accelerates innovation and the rapid delivery of new capabilities. Agilysys serves a 100% hospitality customer base, including hotels and resorts, casinos, cruise lines, corporate and campus dining, healthcare, senior living, and entertainment venues worldwide. www.agilysys.com

Position Summary

We are seeking an experienced Onboarding & Implementation Specialist to lead customers through the successful adoption of our SaaS solutions. This role owns the customer launch experience from kickoff through go-live and transition to Support and Customer Success.

You will act as a trusted advisor and customer advocate—guiding discovery, configuring the system, delivering structured training, and ensuring customers achieve value quickly and confidently using proven best practices.

This is a hands-on, customer-facing role that blends implementation discipline , training excellence, and project ownership .

Why This Role Matters

This position offers meaningful ownership, direct customer impact, and the opportunity to apply time-tested onboarding and implementation practices in a modern SaaS environment. The impact of your work as Customer Onboarding Specialist will:

• Ensure consistentl successful customer launches per quarter
• Drive strong CSAT and NPS results
• Customers who are confident, trained, and operationally ready at go-live

If you value process, accountability, and helping customers succeed the right way—from day one—we’d like to hear from you!

Key Responsibilities

Customer Implementation & Onboarding

• Own the end-to-end onboarding journey from kickoff to go-live.
• Partner with Sales and Project Coordination teams to ensure a strong implementation handoff.
• Lead discovery and requirements gathering (functional and technical).
• Configure customer accounts in alignment with documented business requirements.
• Coordinate and configure third-party integrations (non-technical).

Training & Enablement

• Deliver live 1:1 and group training sessions (remote and occasional onsite).
• Facilitate train-the-trainer and end-user training programs.
• Ensure customers are enabled to operate independently at go-live.
• Contribute to the ongoing improvement of training materials, documentation, and how-to resources

Project Ownership

• Establish and manage scope, timelines, milestones, and customer responsibilities.
• Lead recurring project and training sessions, tracking risks, actions, and decisions.
• Proactively manage risks and drive timely completion to minimize time-to-value.
• Ensure a smooth transition to Support and Customer Success post-launch.

Qualifications, Skills & Competencies

• 5+ years of experience in SaaS onboarding, implementation, or customer training (B2B preferred).
• Strong understanding of structured implementation and project management frameworks.
• Proven ability to deliver engaging, effective training for diverse audiences.
• Excellent written and verbal communication skills; comfortable presenting remotely and in person.
• Strong business acumen with the ability to prioritize, multitask, and problem-solve.
• Experience creating and maintaining training materials and documentation.
• Bachelor’s degree in Business, Education, Hospitality, Technology, or a related field (or equivalent experience).

Must be willing to complete all license applications, background checks, security checks and/or any other documentation and provide copies of any identification documents required by any State, Federal or Tribal governmental agency in order to maintain compliance with their laws and to successfully perform in the role.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Conditions may require the Company to modify this job description and the Company reserves the right to exercise its discretion to make such changes.

Agilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regards to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability, or veteran status.

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