Senior Laboratory Onboarding Specialist

Comtron • Great Neck, NY

9d • Hybrid

About The Position

As a Senior Customer Onboarding & Training Specialist, you will manage the end-to-end onboarding lifecycle for new laboratory clients. You will design and deliver training programs, provide ongoing technical support, troubleshoot issues, and collaborate across teams to resolve complex challenges and improve the customer experience. In this lead role, you will mentor junior team members, guide their professional development and work quality, optimize onboarding processes, identify inefficiencies, and implement scalable solutions. You will also serve as a primary escalation point for high-stakes client accounts, using technical expertise and problem-solving skills to address complex issues and support long-term client satisfaction.

The position is based in Great Neck, New York, on a hybrid work model requiring attendance at the office at least twice per week. It is a permanent, full-time role of 40 hours per week.

Requirements

• Bachelor's degree or equivalent experience.
• At least 5 years of experience as an LIS (laboratory) onboarding specialist, with a record of successfully implementing large, complex labs.
• Project management knowledge.
• Strong leadership skills.
• Ability to see the big picture while maintaining attention to detail.
• Technological aptitude.
• Self-starter with excellent communication and influencing skills.
• Ability to work with multiple internal and external groups and manage expectations.
• Strong client and relationship focus, with the ability to build and develop effective relationships with staff at all levels.
• Positive and proactive approach to a dynamic environment.
• Keen understanding of clinical workflows and how software can support patient care.
• Patience, empathy, and ability to manage stress.
• Exceptional listening skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a hybrid model and attend the office at least twice per week.

Nice To Haves

• Laboratory experience.

Responsibilities

• Develop comprehensive implementation plans with detailed milestones and deliverables.
• Evaluate client needs and develop configurations that support their business processes.
• Provide remote and on-site training to clients.
• Provide end-user support.
• Coordinate internal and client teams to complete data migration, content development, interfaces, enrollment, and billing configuration.
• Create detailed training guides based on office workflows.
• Develop, prepare, and lead group and one-on-one training sessions.
• Audit tickets.
• Assign tasks to team members to meet implementation timelines.
• Mentor junior team members and guide their professional development and quality of work.
• Lead initiatives to optimize onboarding processes, identify inefficiencies, and implement scalable solutions.
• Act as a primary escalation point for high-stakes client accounts and resolve complex issues.

Benefits

• Generous health, vision, and dental group insurance coverage after probation.
• Two weeks of paid time off.
• Office accessible by public transit and a short walk from Great Neck station on the Long Island Rail Road.

What This Job Offers

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