Job Description

About Factor A/E

Factor A/E is a purpose-built project management platform for architecture and engineering firms. We unify project budgets, schedules, and invoicing into a single modern system — helping firms replace spreadsheets and legacy tools with one streamlined platform. Hundreds of A/E firms across the U.S. rely on Factor to manage projects more efficiently, improve profitability, and gain better visibility into performance. As firms transition to Factor, our onboarding team ensures that adoption is seamless and successful.

We’re growing that team and looking for someone who thrives on guiding customers through transformative software implementations. Our downtown Fort Wayne office encourages collaboration most of the week, complemented by flexible remote work and generous paid time off. Special consideration will be given to candidates that have experience in the architecture or engineering industries.

The Role

As an Onboarding Specialist, you’ll own the customer journey from kickoff to go-live — managing implementation timelines, training users, and ensuring every new firm achieves measurable success.

You’ll combine project management expertise, technical training skills, and industry understanding to deliver high-impact onboarding experiences that set customers up for long-term success.

You’ll report to the Director of Customer Success and collaborate closely with our product, support, and development teams to continuously refine and improve our onboarding process.

Primary Responsibilities:

• Lead and manage full onboarding cycles for new architecture and engineering customers, from kickoff through adoption
• Conduct discovery sessions to understand firm workflows, pain points, and success metrics
• Provide consultative guidance and best-practice recommendations tailored to each customer's goals
• Collaborate cross-functionally to refine onboarding workflows, documentation, and tracking systems
• Develop and maintain scalable resources - including training materials, documentation, and self-service guides - that improve customer ramp-up efficiency
• Track onboarding progress and outcomes to identify process improvements and drive continuous enhancement

Required Experience

SaaS Training & Customer Onboarding (3+ years preferred)

• Proven track record implementing software solutions in a customer-facing role
• Experience with customer onboarding, training, or implementation consulting
• Ability to translate technical features into business value for diverse audiences

Accounting & Project Management Fundamentals

• Working knowledge of accounting principles relevant to professional services (project accounting, billing, revenue recognition)
• Demonstrated project management experience, including planning, resource allocation, and timeline management
• Understanding of how professional services firms track time, manage budgets, and invoice clients

Architecture/Engineering Industry Knowledge

• Prior experience working with or within architecture or engineering firms strongly preferred
• Familiarity with AE industry workflows, project lifecycles, and business operations
• Understanding of the unique challenges professional services firms face in managing projects

Process & Workflow Management

• Experience using task management and CRM platforms (e.g., Asana, Monday.com, HubSpot, Salesforce)
• Strong organizational skills with the ability to manage multiple customer implementations simultaneously
• Demonstrated ability to triage priorities and adapt to evolving customer needs

What Success Looks Like

• Customer-Centric: You balance empathy with practicality, ensuring customers feel supported while maintaining realistic timelines and expectations
• Adaptable Communicator: You're equally comfortable presenting to C-suite executives and training end users on technical workflows
• Process-Oriented: You naturally document processes, identify bottlenecks, and propose improvements
• Self-Directed Learner: You'll become a Factor expert, deeply understanding how our software transforms AE firm operations
• Collaborative: You work effectively with product specialists, customer success teams, and customers to achieve shared goals

Technical Competencies

• Proficient with modern communication platforms (Zoom, Slack, Microsoft Teams)
• Experience with project management and tracking tools
• Comfortable creating training materials using standard office software and creative tools (Google Workspace, Microsoft Office, screen recording tools)
• Ability to quickly learn and master complex SaaS applications

Why Factor A/E?

This is an ideal opportunity for someone who wants to combine their industry knowledge, project management skills, and passion for customer success in a fast-paced, high-impact role. You'll play a vital part in helping architecture and engineering firms modernize their operations while continuously improving our onboarding methodology.

What We Offer:

• Collaborative downtown Fort Wayne office environment
• Flexible work-from-home policy
• Generous paid time off
• Opportunity to shape the onboarding experience for a growing SaaS company
• Direct impact on customer success and product development

Factor A/E is committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds and experiences.

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