Senior Onboarding Specialist

About the role

The Senior Onboarding Specialist plays a critical role within the Professional Services Team, overseeing strategic onboarding of Trustwell products for medium to large enterprise customers. This role not only delivers high-quality onboarding experiences but also serves as a mentor and thought leader across the team.

Responsibilities

• Lead complex onboarding projects with strategic customers, ensuring timely delivery and high-quality service
• Mentor onboarding team members on best practices, conflict resolution, and project management techniques
• Collaborate cross-functionally with Product, Engineering, and Customer Success to provide customer feedback and influence platform improvements
• Proactively communicate project progress, risks, and mitigation strategies to both internal stakeholders and customers
• Develop and host training sessions, both internally and externally, supporting customer education and team knowledge sharing
• Provide hands-on support for technical configuration, data analysis, and supply chain partner onboarding
• Identify opportunities to expand services or improve the customer experience, working with leadership to shape new offerings
• Champion customer success by aligning onboarding outcomes with long-term business goals and platform adoption
• Support strategic planning efforts for large-scale initiatives and continuous improvement projects within the Professional Services team

Requirements

• Proven track record of leading onboarding projects with enterprise customers
• Strong project management skills, including risk identification, timeline management, and stakeholder communication
• Experienced mentor and collaborator with the ability to coach others and support team development
• High emotional intelligence and excellent interpersonal skills
• Outstanding written and verbal communication, including client presentations and executive summaries
• Strong analytical skills with expertise in Excel, Google Sheets, and data manipulation tools (e.g., Power Query, Power Automate)
• Comfortable navigating cross-functional relationships and advocating for customer needs internally

Qualifications

• Bachelor's degree in Business, Marketing, Project Management, or similar; preferred
• 2+ years of experience in Project Management, or in a similar customer success onboarding role; required
• Certificate in Project Management (PMP); preferred

Skills

• Experience with FoodLogiQ, Salesforce, JIRA, Smartsheet, Gantt charts, Workato, Harvest, Auth0 etc.
• Experience in designing, presenting, and maintaining training video content
• Experience using Camtasia is a plus!

Benefits

• Total rewards package including full healthcare benefits, supplemental benefits, responsible time off (PTO), holiday pay, competitive compensation, and annual bonus of up to 10%
• Participation in the company's equity program

Pay

The anticipated salary range for this role is $65,000 - $75,000 USD per year (Remote).