Customer Onboarding Specialist II

BCM One•Portland, OR

21h•Remote

About The Position

BCM One is hiring a Customer Onboarding Specialist II to support its Whitelabel (UCaaS) business. The role onboards new and existing Channel Partners to the platform and trains new users joining an existing service. It also works with internal teams to resolve technical and clerical issues. The successful candidate will help partners become effective users and resellers, drawing on project-management skills, technical aptitude, software interest, and customer-service experience. The position can be performed remotely from within the United States, ideally in the Pacific time zone. It is not eligible for relocation assistance or sponsorship. Scheduled hours are 8 a.m. to 5 p.m. Pacific, and travel is approximately 10% annually within the United States.

Requirements

At least 4 years of experience in customer service, telecommunications, VoIP, SIP, UCaaS, onboarding, implementation, training, or customer success, including at least 2 years supporting or troubleshooting telecom services.
Working knowledge of network telephony, IP routing, IP addressing, IP PBX, and VoIP technologies.
Strong communication and presentation skills, including the ability to explain technical concepts to technical and nontechnical audiences.
Strong customer-service, problem-solving, organizational, and project-management skills, with the ability to manage multiple priorities.
Proficiency with Microsoft 365 and project-management tools, and strong attention to detail and documentation skills.
Ability to work independently and collaborate effectively across internal teams.
Must be based in the United States.

Responsibilities

Manage partner onboarding from kickoff through launch, coordinating milestones, deliverables, communication, and issue resolution.
Lead onboarding meetings, product demonstrations, and training to help partners adopt the SkySwitch platform and best practices.
Work with internal teams to resolve technical, implementation, support, and knowledge gaps that may affect partner success.
Develop and maintain training materials, job aids, onboarding documentation, learning schedules, and participant records.
Identify opportunities to improve onboarding processes, training effectiveness, partner readiness, and the overall partner experience.
Maintain current product and industry knowledge and perform other duties as assigned.