Onboarding Specialist

Who you are

• 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

What the job involves

• 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
• Customer Education: Effectively tailor education to meet specific customer needs
• Strategic Customer Enablement: Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness
• Building Customer Relationships: Develop deeper, trust-based customer relationships and be comfortable hosting calls and giving presentations
• Meeting Planning, Execution & Status Updates: Host and drive meeting outcomes aligned with goals. Provide regular and timely order and project status updates to the customer
• Resource Savvy: Confidently utilize internal and external resources to address stakeholder needs and manage business complexity
• Overcoming Objections: Resolve client onboarding concerns and build trust
• Problem Solver: Must be able to perform root cause analysis and figure things out without constant oversight

The application process

• This role will be accepting applications until 10.5.26 at a minimum