Customer Onboarding Specialist I
Description RxSight® is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.
OVERVIEW: The Customer Onboarding Specialist I serves as the primary coordinator and customer concierge for new RxSight customers during the first 90 days of the customer journey. This role provides proactive communication, facilitates virtual onboarding meetings through Microsoft Teams, tracks milestones and commitments, and connects customers with the appropriate internal resources to support a smooth transition from contract handoff through ongoing support.
The position collaborates across Sales, Contracts, Clinical, Field Service, Customer Success, Consignment Inventory, Finance, Quality, Supply Chain, Operations, and other partners to ensure activities remain coordinated, risks are identified early, and customers receive a consistent, high-touch onboarding experience. The Customer Onboarding Specialist I acts as the quarterback for the experience, maintaining visibility and follow-through while functional owners retain responsibility for their areas of expertise.
Requirements ESSENTIAL DUTIES AND RESPONSIBILITIES: CUSTOMER ONBOARDING AND CONCIERGE SUPPORT Serve as the primary onboarding point of contact and concierge for assigned new customers during the first 90 days. Manage onboarding activities from internal handoff through completion of the 90-day graduation review. Schedule, prepare, and facilitate customer-facing onboarding meetings through Microsoft Teams video conferencing.
Conduct or coordinate pre-go-live welcome meetings, first-week check-ins, and 30-, 60-, and 90-day reviews. Provide proactive communication regarding upcoming milestones, deliverables, responsibilities, and deadlines. Help customers understand what to expect, where to find resources, and how to obtain support. Build professional relationships with customer contacts and create a welcoming, organized experience.
COORDINATION, TRACKING, AND FOLLOW-THROUGH Maintain onboarding plans, milestones, status, meeting notes, action items, owners, and due dates in approved business systems. Confirm that required customer profile, contract, operational readiness, billing, go-live, and risk information is transferred during handoff. Track dependencies and follow up with internal partners to help keep onboarding activities on schedule.
Document decisions, customer questions, open issues, and next steps after each onboarding touchpoint. Monitor onboarding health and escalate delays, gaps, or unresolved concerns before they materially affect the customer experience. Support an orderly transition from active onboarding to the standard ongoing Customer Success engagement cadence. CUSTOMER EDUCATION AND ADOPTION Coordinate customer education related to ordering, cut-off times, DOS and second-lens shipment processes, support pathways, billing contacts, consignment responsibilities, inventory expiration, field scrap, and RMA/cRMA processes.
Use approved presentations, knowledge articles, job aids, and customer-facing materials to reinforce consistent information. Confirm customer understanding, capture follow-up questions, and connect customers with subject matter experts when needed. Review early ordering, usage, inventory, billing, and service indicators to identify adoption risks and opportunities for additional support. Promote customer confidence, compliance, and self-sufficiency throughout the onboarding experience.
CROSS-FUNCTIONAL COLLABORATION AND ESCALATION Collaborate with Sales, Contracts, Clinical, Field Service, Customer Success, Consignment Inventory, Finance, Quality, Supply Chain, Operations, Warehouse, and other partners. Coordinate