Sales Onboarding Specialist – SaaS E-commerce

About Rep AI

Rep AI is transforming how e-commerce brands turn website traffic into revenue through real-time AI sales agents.

Our platform enables Shopify brands to engage every shopper with personalized, human-like assistance at scale. By combining behavioral intelligence with intelligent automation, Rep AI improves performance throughout the customer journey—from product discovery to checkout—driving higher conversion rates, average order value, and revenue.

The Role

As an Onboarding Specialist, you’ll be the customer’s first point of contact after the sale closes. Your goal is to help each customer launch Rep AI, experience its value, and see measurable results before their first payment.

You’ll guide customers through implementation, customize their AI sales assistant, coach them on best practices, and help them achieve an early win. Once the customer is live and has validated the product’s value, you’ll transition the relationship to Customer Success for long-term growth.

This role combines technical implementation, customer education, and commercial impact. You won’t simply help customers get set up—you’ll help them confidently say “yes” to Rep AI again, this time as a paying customer.

Your Mission

Deliver a fast, frictionless onboarding experience that helps customers reach meaningful value before payment and ensures a seamless transition to Customer Success.

What You’ll Do

Setup and Technical Implementation

• Guide customers through Rep AI installation and configuration, including Shopify integration, event tracking, and assistant setup.
• Customize each assistant’s voice, tone, behavior, and on-site experience to align with the customer’s brand and goals.
• Identify and troubleshoot implementation blockers, escalating technical issues when necessary.
• Keep customers moving toward launch within a short onboarding timeline.

Value-Driven Enablement

• Coach customers on conversation flows, behavioral playbooks, prompting strategies, and on-site optimization.
• Share relevant examples, benchmarks, and best practices to demonstrate what strong performance looks like.
• Help each customer achieve an early success milestone, such as a first conversion, a high-value conversation, or measurable uplift.

Pre-Payment Conversion

• Help customers recognize Rep AI’s revenue potential before billing begins.
• Surface early indicators of ROI through reports, session insights, customer interactions, and screen recordings.
• Reinforce value, momentum, and urgency as customers approach their payment trigger.
• Partner with internal teams to address risks and maximize onboarding-to-paid conversion.

Customer Success Handoff

• Provide Customer Success with a clear, well-documented account handoff once the customer pays or reaches the activation threshold.
• Capture the customer’s goals, configuration, performance, open issues, and recommended next steps.
• Join transition calls when needed to ensure continuity and a smooth customer experience.

How Success Will Be Measured

• Time from Account Executive handoff to launch
• Percentage of accounts reaching a first-value milestone before payment
• Conversion rate from onboarding to paid customer
• Quality and completeness of Customer Success handoffs
• Customer satisfaction during onboarding

What We’re Looking For

• 2+ years of experience in onboarding, implementation, solutions consulting, or technical customer support
• Experience working in SaaS; e-commerce, customer experience, MarTech, or AI experience is a plus
• Familiarity with Shopify is strongly preferred
• Strong technical aptitude and comfort working with integrations, tracking, Google Tag Manager, scripts, or tags
• Excellent communication and customer-coaching skills
• A proactive, customer-obsessed approach with a strong sense of ownership
• The ability to move quickly, manage multiple accounts, and deliver results under tight timelines
• A commercial mindset and enthusiasm for connecting product usage to measurable business outcomes

Why This Role Matters

You’ll play a critical role in turning customer interest into measurable value.

Rep AI works—and your job is to help customers prove it quickly and without friction. You’ll operate at the intersection of product adoption, revenue conversion, and customer retention, shaping the experience that sets every customer relationship up for long-term success.

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