Job Title: Senior Specialist – Next Ticket Onboarding

About Us:

MSPbots.ai is a leading provider of AI-driven solutions tailored for Managed Service Providers. Our mission is to empower clients to streamline their operations and maximize their potential through innovative technology.

Job Summary:

As a Senior Client Onboarding Specialist, you will be critical in successfully driving our new clients to adopt Next Ticket. You will be the primary point of contact during the onboarding phase, guiding clients through the implementation process and ensuring they realize the total value of our product. This role requires a proactive problem-solver with a passion for client success and a deep understanding of the MSP industry.

• Work Remotely!
• Company: MSPbots (https://mspbots.ai/)
• Work Hours and Schedule: Semi-flexible, 8 AM – 5 PM CDT (10 PM–7 AM PHT), Fixed rest days (Sat–Sun)
• Work Duration: Permanent/Full-time WFH

Key Responsibilities:

• Client Qualification: Review defined success factors for Next Ticket adoption with each new client. Analyze their current workflows and technical environment to assess potential for successful implementation. Confidently recommend proceeding with onboarding or suggest alternative solutions when appropriate.
• Product Training: Conduct comprehensive training sessions for client administrators on Next Ticket functionality, best practices, and advanced features. Tailor the training approach to individual client needs and learning styles.
• Implementation Support: Provide hands-on support during the implementation phase, guiding clients through system configuration, data migration, and integration with existing PSA tools (including ConnectWise Manage, Autotask, HaloPSA, KaseyaBMS). Share best practices and proactively address potential roadblocks.
• Adoption Tracking: Monitor client progress and product utilization through defined metrics. Collaborate with Client Success Managers to identify areas where clients may need additional support or training to maximize adoption.
• Feedback Collection: Gather client feedback throughout the onboarding process to identify areas for improvement in both the product and the onboarding experience. Proactively communicate insights to the product development team.
• Content Development: Create engaging and informative digital content (e.g., knowledge base articles, video tutorials, interactive guides) to facilitate self-serve onboarding for clients and their users.

Qualifications:

• Bachelor’s degree in a relevant field (Business, IT, etc.) or equivalent experience.
• 5+ years of experience in client onboarding, customer success, or a similar role, preferably in a SaaS or tech environment.
• MSP Expertise: Deep understanding of the MSP industry and business process best practices, particularly in ticket triage and dispatch workflows.
• PSA Experience: Hands-on experience setting up and configuring Professional Service Automation (PSA) tools for service teams, including ConnectWise Manage, Autotask, HaloPSA, KaseyaBMS.
• Client Success Focus: Proven track record in client-facing roles with a strong emphasis on driving product adoption and ensuring client satisfaction.
• Communication & Training Skills: Excellent written and verbal communication skills with the ability to effectively train and guide clients with varying technical proficiency
• Problem-Solving & Initiative: A proactive problem-solver who can identify challenges, develop solutions, and drive initiatives independently.
• Adaptability: Ability to thrive in a fast-paced startup environment and adapt to evolving priorities.
  
• Experience with AI-powered solutions in the MSP space.
• Familiarity with various ticketing systems and service desk software.
• Experience creating digital learning materials and documentation.
  

What’s in it for you?

• Permanent full-time work-from-home position
  
• HMO (reimbursement for $100/mo)
• Life Insurance (reimbursement for $20/mo)
• Reimbursement for Dental-$20 and Vision-$4
• 15 PTO credits in a year (if unused, convertible to cash!)
• Training/Development courses (reimbursement for up to $30)
• US Holiday Pay