Customer Onboarding Specialist

Overview

Matchio is a SaaS recruiting and matching software loved by applicants, families, recruiters, employers, and educators. Matchio seeks a dynamic, technically proficient, and customer-centric Customer Onboarding Specialist to set up our SaaS product based on our customers' business needs. You will be the primary architect of the "first 90 days," ensuring that new clients transition from their legacy systems to our SaaS platform with zero friction. The ideal candidate understands that onboarding is more than a technical handshake—it’s about data integrity, project management, and building long-term trust. You will own the technical implementation, from complex data mapping to ecosystem integrations. 

Matchio sits at the intersection of J-1 visa programs, study abroad & work abroad programs, recruitment, and applicant tracking systems. Initially created within Intrax, one of the largest J-1 visa sponsors, Matchio was built to simplify the complex recruitment and hiring process. At Intrax, our mission is to provide a lifetime of high quality educational, work, travel, and volunteer programs that connect people and cultures, inspire personal growth, and prepare individuals to succeed as global citizens.

Position Summary

Intrax seeks a dynamic, technically proficient, and customer-centric Customer Onboarding Engineer to setup our SaaS product based on our customers' business needs. You will be the primary architect of the "first 90 days," ensuring that new clients transition from their legacy systems to our SaaS platform with zero friction. The ideal candidate understands that onboarding is more than a technical handshake—it’s about data integrity, project management, and building long-term trust. You will own the technical implementation, from complex data mapping to ecosystem integrations. This is a hybrid position based in our San Francisco headquarters and would work onsite three days per week.

Essential Functions:

Technical Implementation & Data Migration

• End-to-End Migration: Lead the extraction of data from legacy systems, perform rigorous data cleaning, and manage the mapping and import process into our SaaS environment.
• Integration Management: Configure and troubleshoot integrations between our platform and the client's existing stack, including:
  • CRMs and Ticketing Systems (Salesforce, HubSpot)
  • Applicant Tracking Systems (ATS)
  • Finance & Billing Systems (IntAcct, NetSuite, QuickBooks)
  • Communication & Interview Tools (Calendly, Zoom)

Project Ownership & Strategy

• Project Planning: Create and maintain detailed onboarding project plans, ensuring milestones are met and "Time to First Value" (TTFV) is minimized.
• Stakeholder Liaison: Act as the vital link between the Product Development team (relaying bugs/feature requests) and the Client (providing updates and technical training).
• Training & Enablement: Deliver virtual product training sessions and build support documentation.
• Governance & Compliance: Ensure all data handling follows strict data security protocols, including archival requirements and GDPR compliance standards.

Reporting & Analytics

• Build custom reports and dashboards for clients to track their key data and metrics.
• Document technical configurations to ensure a seamless handoff to the Customer Success and Support teams.

Skills & experience we’re seeking:

Preferred Qualifications:

• SaaS product onboarding experience.
• Experience in Agile development methodologies.
• Proven ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Experience in cloud-based product environments.

Location and Travel

• Position is based in San Francisco on a Hybrid schedule.

Salary Range: $70,000-$80,000 annually based on previous experience

Intrax Pay Transparency Statement:
 The displayed pay range reflects the minimum and maximum target for new hire salaries for the posted position within the United States. Within the range, individual pay will be determined by different factors including work location, job-related skills, experience, and relevant education or training. Intrax also offers a comprehensive benefits package, which you can explore further in our career section of the Intrax website.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT

To be considered for this position, please submit your resume and cover letter describing your experience and interest in working in the cultural exchange industry. We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance and other state and local Fair Chance ordinances.

Intrax is an Equal Opportunity Employer and we are committed to creating an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship, gender, gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We celebrate diversity and are dedicated to fostering an environment where everyone feels valued and respected.