Onboarding Specialist / Account Manager

FactoryFix is hiring an Onboarding Specialist / Account Manager to help new customers launch, adopt the platform, and renew with confidence.

This role owns the customer relationship for the first 90 days. You will lead onboarding, manage the account, drive adoption, and make sure customers see value quickly. After that first 90-day period, you will also own the renewal process, so experience with renewals, retention, and customer commitments matters.

What You Will Be Doing:

• Lead onboarding for new customers from kickoff through launch.
• Act as the account manager for each customer during the first 90 days.
• Own the customer relationship from onboarding through renewal.
• Make sure customers understand how to use FactoryFix and what to do next.
• Track adoption, open questions, risks, and next steps across many accounts.
• Send clear follow-ups after customer calls.
• Spot issues early and work with customers to solve them.
• Own renewal conversations after the first 90-day period.

What We Are Looking For:

• Account management experience.
• Experience owning renewals, retention, or customer commitment conversations.
• Strong organizational skills. You can manage many accounts without dropping details.
• Good problem-solving instincts. You do not wait for someone else to notice an issue.
• Comfort working in a fast-paced environment.
• You like talking to customers and spending time on calls.
• You follow up without being reminded.
• You are detail-oriented in a serious way. You have a healthy paranoia about missing something important.
• You understand this role includes onboarding, first 90-day account management, and renewal ownership.

What Success Looks Like:

• Customers launch smoothly and understand the next steps.
• Customers are engaged during the first 90 days.
• Risks are identified early and handled before they become renewal problems.
• Follow-ups, reminders, notes, and next steps are consistently handled.
• Customers understand the value they are getting from FactoryFix before the renewal conversation.
• Renewals are managed with clear ownership and strong process discipline.

Why This Role Really Matters:

The first 90 days set the tone for the customer relationship. We need someone who can keep customers organized, solve problems quickly, and make sure value is clear before renewal. This role is a good fit for someone who likes customer conversations, owns the details, and takes pride in making sure nothing falls through the cracks.