Senior Customer Onboarding Specialist

Traffic and Parking Control Co• US,

22h•$75,000 - $85,000

About The Position

The Senior Customer Onboarding Specialist is responsible for leading customer onboarding initiatives, delivering customer education programs, accelerating time-to-value, and driving product adoption across assigned SaaS platforms. This role guides customers from initial connection through activation, meaningful use, and onboarding completion before formally transitioning the relationship to Account Management for continued growth and retention. The Senior Customer Onboarding Specialist serves as a subject matter expert in onboarding strategy, customer education, Learning Management System (LMS) administration, and training development. This position also supports the development of scalable learning programs for customers, partners, and internal teams through training delivery, content development, process improvement, LMS administration, and performance measurement. As a senior member of the onboarding team, this role provides mentorship and knowledge sharing to other team members and contributes to continuous improvement initiatives aligned with customer adoption, retention, and RevOps goals.

Requirements

2+ years of experience in customer onboarding, customer success, account management, training, implementation, technical support, project coordination, or a related customer-facing role.
Strong communication and interpersonal skills with the ability to build rapport and confidently engage customers by phone, video, and email.
Experience delivering training, presentations, demonstrations, or instructional guidance to customers or end users.
Ability to manage multiple projects, tasks, customers, and priorities simultaneously while maintaining strong attention to detail.
Strong organizational and time-management skills with a demonstrated ability to meet deadlines.
Experience documenting customer interactions, activities, and project status updates within a CRM, ticketing system, or similar platform.
Ability to troubleshoot basic technical issues and guide customers through solutions clearly and patiently.
Proficiency with Microsoft Office applications, including Outlook, Teams, Word, Excel, and PowerPoint.
Demonstrated commitment to excellent customer service and creating a positive customer experience.

Nice To Haves

Experience onboarding customers to SaaS products or other technology-based solutions.
Familiarity with connected hardware, cloud-based platforms, or software implementation projects.
Experience using CRM systems such as Salesforce, HubSpot, or similar platforms.
Knowledge of customer success methodologies, customer adoption strategies, or customer lifecycle management.
Experience creating customer-facing training materials, knowledge-base articles, videos, or e-learning content.
Familiarity with Learning Management Systems, particularly Absorb LMS, and online training delivery.
Experience using e-learning authoring tools such as Absorb Create, Articulate Storyline, Rise, or similar platforms.
Experience working with municipal, government, transportation, public safety, or smart-city customers.
Bilingual communication skills, particularly French or Spanish.
Experience analyzing onboarding performance metrics and customer adoption data to identify opportunities for improvement.

Responsibilities

Own end-to-end onboarding for newly connected customers, from kickoff through activation and formal handoff to Account Management.
Lead onboarding engagements for strategic, complex, or high-value customer accounts.
Engage customers early in the onboarding process to accelerate time-to-value and achievement of defined success milestones.
Research customer accounts, use cases, business goals, and readiness to tailor onboarding and training experiences.
Deliver structured, segment-appropriate training designed to drive meaningful product use and adoption.
Facilitate live web-based onboarding sessions, customer workshops, training events, and office hours.
Coordinate scheduling, rescheduling, and onboarding logistics using scheduling tools and CRM systems.
Document onboarding activities, customer milestones, risks, training completion, and relevant customer information within the CRM.
Drive customers toward defined meaningful-use milestones, activation goals, and success criteria.
Monitor adoption, usage, and connectivity indicators and proactively address customer risks or barriers.
Ensure customers understand platform workflows, value drivers, best practices, and expected outcomes.
Conduct formal handoffs to Account Management once onboarding and activation criteria have been met.
Share onboarding completion details, adoption data, customer risks, and potential expansion opportunities with Account Management, Product, and RevOps teams.
Serve as a subject matter expert for onboarding processes, customer education programs, and assigned software platforms.
Mentor and support Customer Onboarding Specialists through coaching, knowledge sharing, and onboarding best practices.
Assist leadership in evaluating onboarding performance and identifying opportunities for process improvement.
Participate in strategic initiatives focused on customer activation, training effectiveness, onboarding efficiency, and the overall customer experience.
Cross-train on additional software platforms and maintain proficiency across multiple product lines.
Design, develop, maintain, and update onboarding and training materials, including presentations, guides, videos, e-learning modules, knowledge articles, and LMS courses.
Apply adult learning principles and instructional design methodologies to create effective and engaging learning experiences.
Design and develop self-paced e-learning courses using tools such as Absorb Create, Articulate Storyline, Rise, or similar authoring platforms.
Create learning objectives, assessments, knowledge checks, surveys, and certification requirements aligned with business outcomes.
Develop reusable learning objects (RLOs) to support multiple training programs and improve content scalability.
Evaluate learning effectiveness through assessment results, learner feedback, completion rates, and business performance measures.
Partner with subject matter experts to translate technical information into clear, customer-friendly training content.
Support multilingual and localized training initiatives as business needs require.
Administer and maintain the company's Learning Management System, including user management, enrollments, certifications, learning paths, and course assignments.
Create and maintain learner groups, curricula, course catalogs, and learning pathways.
Manage the course lifecycle, including publishing, updates, version control, quality assurance, and retirement.
Monitor LMS performance and learner engagement to support a positive and consistent learning experience.
Troubleshoot learner access issues and provide LMS support to customers, distributors, partners, and internal employees.
Generate LMS reports and dashboards to measure learner engagement, course completion, assessment performance, and training effectiveness.
Support LMS enhancements, testing activities, and implementation of new functionality.
Maintain LMS governance standards and ensure a consistent learner experience across audiences.