Onboarding Specialist III

M3 • Lawrenceville, GA

8h

About The Position

The Onboarding Specialist III is a senior-level subject matter expert responsible for leading large-scale, multi-product, or enterprise-level onboarding initiatives. This role drives cross-functional coordination, ensures standardization, and champions customer experience throughout complex implementations. The Onboarding Specialist III mentors lower-level specialists, leads process improvement initiatives, and partners with leadership to enhance onboarding strategy and scalability.

Requirements

• 5–10 years of progressive experience in onboarding, implementation, project management, or customer success within a SaaS or services organization.
• Bachelor’s degree required
• Demonstrated success managing enterprise or multi-product projects.
• Advanced proficiency in Excel and project management software.
• Strong business acumen and customer relationship management skills.

Nice To Haves

• Master’s degree or PMP certification preferred.

Responsibilities

• Lead enterprise-level or high-complexity onboarding projects involving multiple stakeholders and integrations.
• Serve as a trusted advisor for customers, providing strategic guidance and solutions for onboarding success.
• Develop, maintain, and optimize onboarding standards, templates, and best practices.
• Mentor and coach Levels I & II Specialists, ensuring consistency in quality and communication.
• Collaborate with Configuration, Training, Projects, Product, and Support teams to ensure readiness and alignment across the customer lifecycle.
• Facilitate executive-level communications and provide updates to leadership on onboarding performance and outcomes.
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) and Standard Work Instructions (SWIs) for onboarding process workflows.
• Identify and implement process enhancements that improve efficiency, scalability, and customer satisfaction.
• Contribute to department-wide initiatives and continuous improvement programs.
• Represent Onboarding in cross-departmental projects or leadership forums.
• Stay informed of product changes, organizational priorities, and industry trends that affect onboarding practices.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level