Onboarding Specialist, Client Success

Inotiv•Indianapolis, IN

9h•Remote

About The Position

The Onboarding Client Success Specialist serves as the primary point of contact for Commercial Customer Onboarding, ensuring a seamless transition from Business Development (BD) to active customer status. This role supports the end-to-end onboarding intake process for commercial customers, acts as the main point of contact for onboarding requirements within the Client Success organization, and collaborates cross-functionally to ensure timely and accurate setup and activation. The Onboarding Specialist helps centralize visibility and accountability while maintaining responsibility for quote activations. This role reports to the Supervisor, Client Success Proposals.

Requirements

Bachelor’s degree in Business Administration, Human Resources, Communications, or a related field, or equivalent work experience
2 + years of experience in client success, onboarding, account coordination, operations, or a related role
Proven ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment
Strong organizational skills with high attention to detail and accuracy
Effective verbal and written communication skills, with the ability to interact professionally with internal stakeholders and external customers
Experience working cross-functionally and coordinating processes across multiple teams
Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and SharePoint (or similar systems)
Ability to independently solve problem-solve, follow up on open items, and drive tasks to completion

Nice To Haves

Experience working in a contract research organization (CRO) or within the biotech/pharmaceutical research industry
Familiarity with CRM systems (e.g., Salesforce) and workflow or ticketing tools
Experience working with contract documentation, quote activation processes, or commercial operations
Experience supporting Business Development, Sales, or Client Success teams

Responsibilities

Serve as the central coordinator for Commercial Customer Onboarding from intake through completion.
Receive and triage all onboarding requests originating from Business Development (BD).
Proactively initiate onboarding activities, timelines, and follow-ups with the New Customers group to ensure prompt customer readiness.
Send the Customer Registration Form directly to customers and serve as their primary contact throughout the onboarding process.
Work directly with customers to collect, clarify, and validate required onboarding information, following up as needed to resolve gaps/inconsistencies and collect additional information/documentation as required.
Ensure onboarding requirements align with internal standards and downstream operational needs.
Ensure all onboarding requests are logged into the SharePoint Customer Onboarding list for tracking and transparency across functions.
Maintain accuracy, completeness, and status updates within the SharePoint list.
Support broad visibility by ensuring requests are viewable to all BD stakeholders.
Partner closely with CSD, New Customers, and Client Success (CS) teams, who retain edit access to onboarding records.
Ensure smooth handoffs and alignment between BD, Operations, Contracts, and Customer-facing teams.
Continue to execute quote activations, ensuring that onboarding completion aligns with commercial readiness.
Confirm all onboarding requirements are met prior to or concurrently with quote activation to avoid downstream delays.