Onboarding Specialist

The customers who leave decided in the first month, so the stall gets caught in week two while they can still be won.

Your Onboarding Specialist owns the stretch between "they paid" and "it works." It reads what your salesperson actually sold, agrees a dated plan with the customer, and drives that plan every weekday until the customer gets a real result — not a completed checklist, a result.

It catches the stall in week two. Every morning it looks at every new customer: what moved, what is late, who has gone quiet. A customer who stops replying for a few days is the single clearest sign you are about to lose them, and it is the cheapest thing in the world to fix in week two. It nudges the specific person about the specific thing, changes channel rather than repeating itself, and brings in the sponsor when the doer has gone dark.

It tells you when your salesperson over-promised. On day one it compares what was said in the sale to what you actually deliver, and anything that does not line up goes to you immediately — while it can still be fixed with a conversation instead of a refund.

Go-live means the thing worked. It does not close an onboarding because the tasks are ticked. It looks for the evidence that the customer got what they bought, asks them to confirm it in writing, lists honestly what is still open, and hands the account over with everything the next person needs.

One page on Monday. Who is onboarding, how long it took the last group to get value, what is stuck and on whom, and which accounts need you personally this week. When three customers stall on the same step, it says so — that is a fixable problem, not three coincidences.

Works with your customer records, your calendar, your mailbox, your help desk, and your help articles. Hands off cleanly to whoever owns the customer next.