Platform Onboarding Specialist

The Platform Adoption Specialist is responsible for ensuring new and existing customers are correctly onboarded, trained, and prepared to use Stallion’s Video Management System (VMS). This role owns the customer onboarding experience from a platform and readiness perspective, ensuring users are properly configured, expectations are aligned with delivered capabilities, and all required information is
collected before Support assumes ongoing ownership. 

This position is customer-facing but operationally disciplined. It requires platform fluency, strong communication skills, and the ability to enforce onboarding standards — while relying on Product Engineering for deeper technical questions when needed.

Role Priorities / Responsibilities

Customer Onboarding & Readiness:

• Lead customer onboarding for Stallion’s Video Management System (VMS)
• Ensure all required onboarding forms, site details, and user information are collected and validated
• Confirm platform access, user roles, and permissions are correctly configured
• Validate that delivered systems match contracted scope and documented VMS capabilities
• Identify and correct misaligned expectations originating from sales conversations

Platform Training & Demonstrations:

• Deliver VMS walkthroughs and training sessions for new customers
• Provide refresher or follow-up VMS training as needed
• Support Sales with VMS demonstrations when requested
• Clearly communicate VMS capabilities, limitations, and best practice

Internal Coordination & Handoff:

• Act as the quality checkpoint between Sales and Support for new customer deployments
• Ensure Support receives complete, accurate onboarding information before assuming responsibility
• Coordinate onboarding requirements for advanced use cases such as remote guarding services
• Escalate product-specific or configuration questions to Product Engineering when required

Process & Continuous Improvement:

• Maintain onboarding checklists, customer-facing materials, and training documentation
• Identify recurring onboarding issues or customer confusion and recommend process improvements
• Provide structured feedback to Product and Support regarding onboarding gaps or usability issues
  Essential Knowledge, Skills, and Abilities:
• Working knowledge of video management systems (VMS)
• Ability to explain technical concepts clearly to non-technical users
• Strong presentation and customer communication skills
• Comfort leading live demonstrations and training sessions
• Strong attention to detail and process adherence
• Ability to validate requirements and push back diplomatically when needed
• Strong organizational and follow-through skills
• Ability to collaborate across Sales, Support, Product, and Operations

Education or Certification:

• 3–6+ years of experience in customer onboarding, platform training, solutions support, or similar roles.
• Experience working with VMS platforms or comparable technical software preferred
• Prior experience interacting directly with customers in a technical or semi-technical capacity
• Bachelor’s degree preferred but not required
• Practical platform experience valued more than formal education