Job Description

Onboarding Consultant

About Hermetic AI

Hermetic AI builds Mia, an AI teammate for hospitality event and private-dining sales. Mia responds to every lead instantly, qualifies it, books the appointment and hands the booking to the sales team, working inside tools like Tripleseat, Delphi and Salesforce. Restaurant groups, entertainment venues and hotels use Mia across anywhere from one location to hundreds (Dave & Buster's runs it in 184). We are growing fast, heading toward 1,000 accounts, and we run the company on AI ourselves.

The role

You are the first person every new customer works with after they sign. You turn a signed deal into a live, trusted Mia across every location, then hand a healthy account to its Customer Success Manager. You own onboarding end to end for all new accounts and for new locations added by existing customers.

The hard part of this job is not configuration. It is people. Event sales managers often see AI as something coming for their job. Your job is to show them how Mia and they work together, what changes in their day and what stays exactly the same.

What you'll do

• Run corporate consultations. Co-lead the account-level kickoff with the buyer and key operators (led by the Head of CS at first, then yours). Agree on goals, success metrics, the new standard operating procedure and account-wide settings, and set the location rollout plan.
• Set up locations fast. Configure locations in our configuration tool, pre-filled from sales notes and public data so customers only fill gaps. Clone clusters and templates for multi-location groups.
• Train end users live. Deliver live training, often train-the-trainer for large groups, that walks through the real workflow: how a lead arrives, what Mia does, what the seller does next.
• Lead change management. Address the "is AI replacing me" concern head on, and build adoption with managers and frontline sellers, not just the buyer.
• Get to first value in about a week. Launch lead qualification and appointment setting first, prove leads are flowing, then run the Wrap-Up call that marks onboarding complete.
• Hand over cleanly. Pass each account to its CSM with success criteria, stakeholders and next features documented in HubSpot.
• Build the playbook. Own our five-step onboarding approach and session materials, the corporate consultation playbook and success-criteria template, the end-user training and change-management program, and a lighter repeatable onboarding for our SMB accounts.
• Improve the machine. Work with our AI operations team to auto-generate consultation materials from sales calls, shape configuration-tool improvements, and make sure every customer's success site reflects what they told us success looks like.

How we'll measure success

• Days from signature to go-live, and to onboarding complete
• Share of locations live on lead qualification within the rollout plan
• End-user adoption and training attendance at go-live
• Accounts handed over with success criteria recorded in HubSpot
• Early customer sentiment (post-onboarding survey or NPS)

What you bring

• 3+ years of hospitality experience, ideally event sales, private dining, catering or restaurant operations; you know what a BEO is and why a lost lead hurts
• A confident presenter who can run a room of skeptical sellers and a C-level consultation in the same week
• Real change-management instincts: you listen first, name the fear, and win people over
• Highly organized across many parallel rollouts, with clean notes in a CRM (HubSpot a plus)
• AI-native: you already use tools like Claude or ChatGPT daily to work faster, and you want a job where that is expected

Nice to have

• Experience in customer onboarding, implementation or training for a B2B SaaS product
• Hands-on experience with Tripleseat, Delphi, Salesforce, OpenTable or Tock
• Experience onboarding multi-location or enterprise brands
• Recorded training or video creation experience

What we offer

• Meaningful equity in a seed-stage company scaling fast
• Benefits: Medical, Dental, Vision
• Unlimited PTO
• Reports to: Head of Customer Success
• Location: Remote, United States
• Travel: Occasional, for on-site trainings and regional customer events
• Base salary: $70,000 to $90,000 + benefits

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