Customer Onboarding Specialist

Convergence Networks is one of North America’s leading managed service and managed security providers. We help clients leverage technology as a strategic tool and proactively protect their business through managed IT services, professional services, and business transformation programs across North America.

About the role

The Customer Onboarding Specialist plays a critical role in delivering a consistent, high-quality onboarding experience for Convergence Networks’ customers. This role combines hands-on technical implementation, managed services tool deployment, and structured project management to ensure customers are fully prepared for day-to-day service delivery. Acting as a bridge between customers and internal service teams, the Onboarding Specialist sets up onboarding projects, creates and maintains onboarding SOPs, deploys and coordinates tools such as RMM, network monitoring, Microsoft 365 tools, and security tools, leads onboarding check-in meetings, and ensures documentation and communication are clear, accurate, and timely.

Responsibilities

• MSP Tooling & Technical Enablement
  • Deploy, configure, and validate managed services tooling, including:
    • RMM platforms
    • PSA / ticketing systems
    • Microsoft 365 tenant administration
    • Security tools (endpoint protection, MFA, security baselines, monitoring)
  • Support technical discovery activities, including environment reviews and onboarding readiness checks
  • Assist with user, device, and tenant onboarding activities in alignment with Convergence Networks standards
  • Ensure all technical onboarding steps are completed, validated, and ready for service handoff
• Onboarding Project Coordination
  • Set up and manage onboarding projects within PSA and project management tools
  • Build onboarding ticket schedules, assign tickets, and track completion across internal teams
  • Lead or facilitate onboarding check-in meetings with customers and internal stakeholders
  • Monitor onboarding progress, identify risks or blockers, and escalate as required
  • Ensure onboarding deliverables are completed within defined timelines
• Documentation & Process
  • Create, maintain, and update onboarding documentation, including:
    • Technical configurations
    • Customer environment details
    • SOPs and onboarding checklists
  • Ensure documentation is complete, accurate, and handoff-ready for Service Desk and Service Delivery teams
  • Contribute to continuous improvement of onboarding standards, templates, and workflows
• Customer & Internal Communication
  • Partner with internal Points of Contact (POCs) to provide clear and timely onboarding updates to customers
  • Act as a consistent onboarding touchpoint throughout the customer transition period
  • Translate technical concepts into clear, customer-friendly explanations
  • Ensure customer expectations, scope, and responsibilities are documented and understood
• Continuous Improvement
  • Identify opportunities to streamline onboarding processes and improve efficiency
  • Provide feedback on tooling, automation, and onboarding experience enhancements
  • Support onboarding metrics and reporting to drive consistency and quality

Requirements

• 2+ years of experience as:
  • A Project Manager or Project Coordinator in an IT environment, or
  • A technical role within an MSP, IT services, or systems integration environment
• Hands-on experience with managed services tools, including:
  • RMM platforms
  • PSA / ticketing systems
  • Microsoft 365 administration
  • Endpoint and security platforms
• Strong organizational skills with the ability to manage multiple onboarding activities simultaneously
• Clear written and verbal communication skills, particularly in customer-facing situations

Qualifications

• Educational background in Computer Science, Information Technology, or a related field
• Experience working in a Managed Service Provider (MSP) environment
• Familiarity with IT service delivery models, onboarding frameworks, or system integrations
• Comfort leading meetings and coordinating across technical and non-technical teams

What Success Looks Like

• Customers experience a smooth, structured, and professional onboarding
• Managed services tooling is deployed accurately and on time
• Onboarding projects are well-organized with clear ownership and follow-through
• Internal teams receive complete, reliable documentation and clean handoffs
• Customers feel informed, supported, and confident in Convergence Networks from day one

Work Environment

Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing. It may occasionally require carrying or lifting equipment (10-50 pounds) if working on-site.

Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends. Regular contact with others—in meetings, by phone, or by email—is required. Interactions focus on data collection, problem-solving, needs analysis, and technical training development. Some travel to Convergence or client sites may be required.

Benefits

• Group benefits plans including medical, dental, vision, and 401k
• Education and certification reimbursement
• Regular meetings with your manager and quarterly performance and growth conversations
• Outstanding teammates and a selective hiring process to ensure the best staff
• Many teambuilding and company events throughout the year (families are often included)