Onboarding Specialist II
About The Position
As an Onboarding Specialist II, you will play a critical role in ensuring a smooth and successful start for new customers by guiding them through implementation and early adoption of our platform. Managing a portfolio of onboarding projects, you’ll serve as the primary point of contact during the initial customer journey—hosting customer calls, delivering product walkthroughs, and coordinating tasks to keep implementation on track. In this role, you’ll collaborate closely with Sales, Customer Success Managers, and Support teams to drive timely value realization and a seamless handoff experience. You’ll share enablement resources and best practices, maintain accurate records in CRM and success tools, and proactively monitor onboarding milestones. You’ll gather feedback from customers and internal stakeholders to identify improvement opportunities and help evolve onboarding workflows. This is an ideal opportunity for a detail-oriented, customer-obsessed professional who excels at cross-functional coordination and is passionate about setting customers up for long-term success and providing a world-class customer experience.
Requirements
- A bachelor's degree and a minimum of 4 years of related customer facing experience in a customer onboarding or support role.
- Knowledge in Voice telephony (SIP Trunking, PSTN routing, Cloud Voice, Voice API, Ethernet circuit transport, UCAAS).
- Strong communication and interpersonal skills, and the ability to explain technical concepts to non-technical users.
- Detail-oriented, organized, and capable of managing multiple onboarding projects simultaneously.
- Proficient in CRM systems and onboarding platforms.
- Proficient in Microsoft Excel and Powerpoint.
Responsibilities
- Manage a portfolio of onboarding projects.
- Serve as the primary point of contact during the initial customer journey.
- Host customer calls and deliver product walkthroughs.
- Coordinate tasks to keep implementation on track.
- Collaborate with Sales, Customer Success Managers, and Support teams.
- Share enablement resources and best practices.
- Maintain accurate records in CRM and success tools.
- Proactively monitor onboarding milestones.
- Gather feedback from customers and internal stakeholders to identify improvement opportunities.
- Help evolve onboarding workflows.
- Effectively tailor education to meet specific customer needs.
- Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness.
- Develop deeper, trust-based customer relationships.
- Be comfortable hosting calls and giving presentations.
- Host and drive meeting outcomes aligned with goals.
- Provide regular and timely order and project status updates to the customer.
- Confidently utilize internal and external resources to address stakeholder needs and manage business complexity.
- Resolve client onboarding concerns and build trust.
- Perform root cause analysis and figure things out without constant oversight.
Benefits
- Comprehensive market competitive medical, dental, and vision plans.
- Variety of supplemental plans.
- Access to telehealth for all participants.
- Free virtual counselling resources through our global Employee Assistance Program.
- Roth and Pre-tax 401(k) options including an employer match.
- Generous paid time off program.
- Paid parental leave and family planning support.
- Flexible remote work offerings.
- Paid time off to support a volunteer program of your choice.
- Discounts on retail, entertainment and more through our Reward+ program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
