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 the customer experience across functions without replacing the functional ownership of internal subject matter experts.
• Facilitate clear communication during issues and align participants on next steps, ownership, and timing.
• Escalate customer-impacting risks using established channels and continue tracking until ownership and a recovery plan are documented.
• Participate in onboarding process reviews and continuous improvement activities.

DOCUMENTATION, REPORTING, AND CONTINUOUS IMPROVEMENT

• Maintain accurate customer onboarding records and protect the quality and confidentiality of customer and company information.
• Support onboarding scorecards, readiness reviews, status reporting, and performance metrics.
• Identify recurring customer questions, handoff gaps, and process friction; recommend practical improvements.
• Assist with the development and maintenance of onboarding playbooks, templates, checklists, knowledge articles, and customer-facing materials.
• Follow approved standard work, departmental procedures, quality requirements, and training expectations.
• Perform other related duties and projects as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service, relationship-building, and customer advocacy skills.
• Confident and professional presence when facilitating customer-facing video meetings.
• Excellent verbal and written communication skills, including the ability to explain processes clearly and concisely.
• Strong organization, scheduling, project coordination, and follow-through skills.
• Ability to manage multiple customer onboarding plans and competing priorities in a fast-paced environment.
• Ability to collaborate across departments, clarify ownership, and maintain accountability without direct authority.
• Strong attention to detail and commitment to accurate documentation and data integrity.
• Sound judgment, problem-solving skills, and the ability to identify and escalate risk appropriately.
• Customer-first mindset with professionalism, empathy, accountability, and respect for colleagues and customers.
• Proficiency with Microsoft Office applications and Microsoft Teams; experience with CRM, ERP, reporting, and workflow tools preferred.
• Ability to learn RxSight products, customer workflows, quality requirements, and departmental procedures.

EDUCATION, EXPERIENCE, AND TRAINING

• Associate’s or Bachelor’s degree preferred; an equivalent combination of education and relevant experience will be considered.
• One to three years of experience in customer onboarding, customer service, customer success, project coordination, operations, implementation, or a related field preferred.
• Experience facilitating virtual customer meetings and coordinating work across multiple internal teams preferred.
• Experience in medical device, healthcare, manufacturing, or another regulated industry preferred.
• Experience with Salesforce, QAD, Power BI, Smartsheet, SharePoint, or similar business systems preferred.
• Training must be completed according to company training requirements and the departmental training plan for this position.

SUPERVISORY RESPONSIBILITIES

• None.

CERTIFICATES, LICENSES, REGISTRATIONS:

N/A

Notice to Staffing Agencies and Search Firms:

RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight’s Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.