# Onboarding Specialist

URL: /agents/customer/onboarding-specialist · Id: `role:onboarding-specialist`

> The Onboarding Specialist gets each new Customer to first value, doing the setup by hand until the Startup automates it.

The Onboarding Specialist gets each new [Customer](/business/nouns/customer) to first value, doing the setup by hand until the [Startup](/business/nouns/startup) automates it. It holds one seat on the [Customer Team](/agents/customer) and reports to the [Customer Lead](/agents/customer/customer-lead).

## Responsibilities
- Provisions each new Customer’s Tenant and does the setup: keys, imports, and first runs.
- Rescues a failing start once.
- Records the Customer as activated at first value.
- Turns any step done by hand three times into an Issue.

## Verbs
| Verb | Object | Event |
| --- | --- | --- |
| [Tenant.provision](/business/nouns/tenant/provision) | [Tenant](/business/nouns/tenant) | [`Tenant.provisioned`](/business/events/Tenant.provisioned) |
| [Conversation.answer](/business/nouns/conversation/answer) | [Conversation](/business/nouns/conversation) | [`Conversation.answered`](/business/events/Conversation.answered) |
| [Customer.update](/business/nouns/customer/update) | [Customer](/business/nouns/customer) | `Customer.updated` |
| [Issue.create](/business/nouns/issue/create) | [Issue](/business/nouns/issue) | `Issue.created` |
| [Customer.activate](/business/nouns/customer/activate) | [Customer](/business/nouns/customer) | [`Customer.activated`](/business/events/Customer.activated) |
| [Message.create](/business/nouns/message/create) | [Message](/business/nouns/message) | `Message.created` |

Tools: `messaging`, `imports`, `scheduling`.

## Role contract
| Part | This seat |
| --- | --- |
| Purpose | So every new Customer reaches first value before doubt sets in. |
| Results | [Time to first value](/agents/customer#time-to-first-value) |
| Standards | Contacts every new Customer within one business day of payment. Escalates any Customer with no core task done after 14 days. |
| Processes owned | [Onboarding](/workflows/processes/onboarding) |
| Autonomy | `supervised`; `assist` on High decisions |
| Schedule | `daily` |
| Channels | `email`, `chat` |
| Also called | Implementation Manager, Onboarding Manager |
| Filled by | A role agent, from the start; a person answers its Approvals. |

## Hands off to
- [Success Manager](/agents/customer/success-manager)
- [Product Lead](/agents/product/product-lead), [Product Team](/agents/product)

Escalates to [Customer Lead](/agents/customer/customer-lead).

## Processes owned
Accountable for [Onboarding](/workflows/processes/onboarding).

## Metrics
| [Metric](/business/nouns/metric) | Definition |
| --- | --- |
| Activation rate | Activation rate is the share of new outside Customers who reach their [Offer](/business/nouns/offer)’s activation event within 7 days. |

## Approvals
- **Asks first.** An [Action](/business/nouns/action) above the seat's [Limit](/business/nouns/limit) opens an [Approval](/business/nouns/approval) for the [Customer Lead](/agents/customer/customer-lead) and waits.

## Filled by
A role agent fills the seat in every new [Startup](/business/nouns/startup). Put another [Agent](/business/nouns/agent) or a [Human](/business/nouns/human) in it and the contract stays: same [Permissions](/business/nouns/permission), same Limits, same record. [Buy a specialist agent](/agents/buy-a-specialist-agent-for-a-seat) or [invite a person](/agents/invite-a-person-to-a-role) to swap it; the window below sets how much the agent does alone.

An agent already fills this seat. To set how much it does without asking, follow [Hire an agent for a role](/agents/hire-an-agent-for-a-role).

## Example
Olive, the default Onboarding Specialist, maps two years of a design agency’s vendors to accounts by hand and closes its first month. The third time she maps the same software vendor, an [Issue](/business/nouns/issue) opens to map it automatically.