Customer Onboarding Specialist

ForgeOS • Baltimore, MD

2d • $29 - $34 • Remote

About The Position

The ForgeOS team is growing! We are in need of a Customer Onboarding Specialist. This full-time, fully remote role is a great fit for polished, customer-facing professionals who thrive on consistency, detailed operational process, creating and executing training sessions with new customers and proposing solutions when gaps are identified. Ideal candidates have two or more years' experience in a role onboarding new customers to a SaaS or technology environment. Knowledge of the telecom, IT channel, or technology services distributor (TSD) industry is a plus.

At ForgeOS, our mission is to develop and deliver the technology, tools, talent, and insight required to make a demonstrable positive impact on the bottom line for telecom partners and their customers. With over 50 years of collective technology, partner channel, and industry experience, ForgeOS delivers automation and expertise designed to unravel the complexity of the telecom market. Check us out at https://forgeos.co/about

ForgeOS offers a great benefits package including:
4 weeks of PTO
10 paid company holidays plus an extra day of PTO to use on your birthday
Parental Leave
Professional development budget
401(k)
Tuition reimbursement
…and many more benefits are available at ForgeOS – apply today to see what working for an industry disrupter can do for your career.

The starting pay rate/range at time of hire for this position is $28.85 to $33.65 per hour depending on skills and experience. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity. This position is qualified for benefits, which include health, vision, and dental insurance offerings, paid time off, and retirement plan.

JOB SUMMARY:
This is an operational role responsible for the administrative coordination, logistics, and training delivery within the partner onboarding experience for new Technology Advisor (TA) partners joining the ForgeOS platform. The Customer Onboarding Specialist manages onboarding workflows, delivers training sessions, coordinates credential collection and system access, and maintains onboarding tracking systems in support of the Sales-led partner relationship.
Additional responsibilities include building self-service onboarding and training resources that ForgeOS currently lacks such as training videos, quick-reference guides, help documentation, and other knowledge resources that reduce recurring partner support volume and free director-level capacity for high-value service delivery.

Requirements

• 2+ years of experience in customer onboarding, implementation, or training delivery in a SaaS or technology environment is required
• Strong written communication skills, including the ability to draft clear follow-up emails, process documentation, and partner-facing resources
• Proficiency in Microsoft Office suite, particularly Excel and SharePoint
• Highly organized and detail-oriented, with the ability to manage granular onboarding details across multiple partners without losing grasp of the higher-level timeline
• Articulate and confident methods of communicating both written and orally, including comfort presenting and leading training sessions via video call for external partners
• Ability to work cross-functionally and coordinate across teams without direct authority
• Must be authorized to work in the United States for any employer
• Must be able to read, write, speak and effectively communicate using proficient English

Nice To Haves

• Experience in the telecom, IT channel, or technology services distributor (TSD) industry is a plus
• Experience creating training content such as training videos, help articles, knowledge base documentation, or how-to guides is preferred
• Experience with HubSpot or Jira is preferred
• Bachelor's degree in business, communications, or a related field and/or equivalent work experience is preferred
• Familiarity with commission structures, order management workflows, or data migration processes is a plus
• Demonstrated ability to manage multiple concurrent workflows with competing timelines and dependencies

Responsibilities

• Coordinate the operational onboarding workflow from signed agreement through platform activation, including folder and legal document setup, onboarding tracker updates, email distribution access requests, software access provisioning, and credential collection follow-up
• Coordinate and deliver structured training sessions across five modules (Pre-Sales, Order Management, Commissions, Integrated Supplier, and Data Reveal), adapting content based on partner plan tier (Pro vs. Premium)
• Maintain daily accuracy of onboarding tracking systems ensuring leadership and directors have a current view of partner status without ad-hoc requests
• Triage routine partner questions and resolve them directly or route to the appropriate functional owner (Commissions, Data Migration, Pre-Sales, Order Management)
• Prepare kickoff call materials including partner-specific deck customization, and draft post-kickoff summary emails and action plans for review and distribution
• Log all partner interactions the same day per guidelines, ensuring a follow-up email is sent for any communication that did not occur over email
• Publish a weekly onboarding status digest to leadership and functional owners covering new partner activations, kickoff and training completion status, blockers, and escalations needed
• Create self-service onboarding and training assets: training videos, how-to guides, quick-reference documents, and FAQ content by converting recurring partner questions and training content into reusable resources
• Send post-training follow-up communications with session recordings, resource links, and key reminders to reinforce retention between training sessions
• Maintain a running list of repeat partner questions and use it to prioritize new onboarding and training content that reduces future support volume
• Escalate relationship-level or expectation-setting issues to the Partner Success Manager and escalate department-level operational issues to Directors in bi-weekly batches
• Coordinate scheduling and preparation across internal teams (Revenue Operations, Data Migration, Commissions) to ensure kickoff and training dependencies are met without delays
• Ad-hoc training sessions as needed based on partner requests or identified knowledge gaps and special projects as assigned.

Benefits

• 4 weeks of PTO
• 10 paid company holidays plus an extra day of PTO to use on your birthday
• Parental Leave
• Professional development budget
• 401(k)
• Tuition reimbursement
• health, vision, and dental insurance offerings, paid time off, and retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees