Customer Onboarding Specialist - hybrid

Traffic and Parking Control Co•Brown Deer, WI

2d•Hybrid

About The Position

If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today! What TAPCO has to offer you: 10 Paid Holidays Paid Vacation and Personal Time Four Weeks of Paid Parental Leave with no waiting period 401K Plan with Generous Employer Match and fully vested from day one Company-Funded PPE Company-Funded Short-Term Disability Health, Vision, and Dental insurance Quarterly Company Events and Lunches Have a say in TAPCO Happenings by joining the Fun or Safety Committee. Your schedule: Monday – Friday What you will accomplish as a Customer Onboarding Specialist (Connected Saas Platform) at TAPCO. The Customer Onboarding Specialist is responsible for engaging newly connected customers, delivering structured training, and accelerating time-to-value on their assigned platform. This role ensures customers successfully progress from initial connection through activation and meaningful use, then are formally handed off to Account Management for relationship deepening, expansion, and renewal. This role consolidates customer onboarding, training execution, and early adoption management into a single, outcome-driven function aligned to RevOps and retention goals.

Requirements

Electronics - OMS law, AC/DC, Voltage/Amps, solar controls
Mechanical ability
Able to read, and interpret electronic and mechanical work instructions, drawings, and schematics
Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
Communication skills – strong verbal, listening, and written
Able to analyze and solve routine problems with a variety of concrete variables in situations where some standardization exists.
Computer skills – Microsoft Office Suite, Outlook, testing
1 – 2 years prior relevant experience within the industry
Prior experience assembling panels, wire harnesses, and/or other electrical control
Prior experience working in a team/cell-based environment
Able to lift up to 35 lbs and able to stand for 75% of the day.

Responsibilities

Own the end-to-end onboarding experience for newly connected customers, from kickoff through activation
Facilitate live, web-based onboarding and training sessions tailored to customer segment and product
Prepare for sessions by researching customer accounts, use cases, and implementation readiness
Coordinate scheduling, rescheduling, and session logistics using the customer scheduling platform or other tools
Deliver post-training resources and document outcomes in CRM
Drive customers to defined Meaningful Use milestones
Accelerate Time-to-Connect, Time-to-Value, and Activation across assigned accounts
Monitor early usage and connectivity signals and proactively address adoption risks
Ensure customers understand core workflows, value drivers, and success criteria
Conduct formal handoff to Account Management once onboarding and activation criteria are met
Document onboarding completion, usage baselines, risks, and expansion signals
Collaborate with Account Management on customers requiring extended onboarding or re-engagement
Serve as the primary point of contact for onboarding-related questions and early adoption support
Deliver a high-quality onboarding experience that meets or exceeds customer satisfaction targets
Manage post-onboarding CSAT surveys and analyze feedback
Share onboarding insights with Account Management, Product, and RevOps teams
Create, maintain, and manage onboarding and training resources (presentations, videos, documentation)
Write, narrate, and coordinate production of platform training videos
Maintain the training video library and supplemental onboarding materials
Create and administer LMS-based certification courses as required
Train internal employees on products, platform features, and best practices
Create and facilitate onboarding and refresher training for new hires
Support Sales with platform demos for customers and prospects as needed
Serve as a subject-matter expert for the platform across internal teams
Maintain accurate onboarding records, training history, and survey data in CRM
Manage the pipeline of open onboarding and training cases
Respond to customer inquiries related to onboarding and early usage
Coordinate handoff of advanced technical issues to Customer Support or IT Development as needed