Customer Onboarding & Implementation Specialist

Who we are

BioDigital has built the first cloud-based solution for visualizing the human body in interactive 3D. Like Google Earth for the human body, our cutting-edge technology empowers patients, educators, and professionals worldwide with an engaging, visual way to learn about health and medicine. Our team is on a mission to make health and the human body understandable to all, and we’re seeking a talented Customer Onboarding & Implementation Specialist to provide exceptional service and drive successful adoption of our innovative software.

Who you are

You are a results-driven Customer Success professional with a proven background in customer onboarding, technical implementation, customer service, and/or customer education. Ideally, you have experience in SaaS or health tech and thrive in a dynamic, fast-paced environment. As a highly organized, detail-oriented self-starter, you take pride in helping customers succeed and approach challenges with curiosity, creativity, and a problem-solving mindset.

About the role

As a Customer Onboarding & Implementation Specialist, you will play a vital role in guiding customer adoption of BioDigital’s 3D software. In close collaboration with our Strategic Account Managers, you will deliver tailored training, technical support, and best practices to help customers integrate our 3D content into their learning materials and workflows. In addition to offering personalized, one-on-one support, you will help scale our customer success efforts to enhance the customer experience and streamline our team operations.

What you’ll do

• Host tailored trainings, consultations, and workshops to help customers achieve their goals with BioDigital’s web, mobile, and XR products, guiding them through best practices along the way to ensure long-term success.
• Partner with our Account Managers to align each customer’s onboarding plan with their target launch goals and deadlines, and remain on call to train and advise customers during later phases of the lifecycle to support retention and growth.
• Serve as a trusted technical advisor to your assigned customers during onboarding and other key points in the lifecycle to ensure their ongoing success with the platform:
• Coach customers through the technical integration of our 3D content into various digital platforms (e.g., LMSs, e-learning software, mobile apps, EHR systems).
• Advise on best practices and provide tailored recommendations based on each customer’s learning goals and desired end-user experience.
• Answer product questions and resolve any technical issues that arise.
• Collaborate with Product and Engineering to support the development and implementation of custom solutions as needed.
• Provide timely, high-quality technical support via Zendesk, email, and web conference, managing issues from initial report to resolution.
• Develop and update digital education materials for our help center and products, including how-to guides, video tutorials, release notes, and best practice documentation.
• Advocate for customer needs and drive continuous product improvements by proactively relaying feedback and feature requests to our Product and Content teams and providing input on features in development.

What you’ll bring to the role

• 2+ years experience in customer onboarding, implementation, customer service/technical support, or customer education, preferably in B2B SaaS or health tech.
• Passion for helping customers succeed, with a consultative, curious, and empathetic approach to understanding and solving their challenges.
• Experience collaborating across departments to solve problems and deliver comprehensive solutions.
• Strong attention to detail and problem-solving skills.
• Exceptional written and verbal communication skills, and proven ability to deliver engaging presentations and write clear, effective customer-facing documentation.
• Ability to learn new technologies quickly and adapt to evolving products, use cases, and customer needs.
• Thrives in a fast-paced, dynamic environment while effectively managing multiple priorities and customers.
• Familiarity with technical integrations and/or digital education platforms is a plus.
• Experience with CRM systems (e.g., HubSpot or Salesforce) and helpdesk software (e.g., Zendesk) is a plus.

The hiring range for this position is $80,400 - $93,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Workplace

BioDigital is committed to equal employment opportunity and to providing a work environment free of discrimination and harassment. All hiring decisions are based on business need, job requirements and individual qualifications, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, parental status, disability, gender identity or Veteran status. If you have a special need that requires accommodation, please let us know.