Onboarding Specialist

• Lead the customer onboarding function across Enterprise and commercial accounts
• Manage and develop team members with accountability for customer outcomes, milestones, and exit criteria
• Translate purchased solutions into business outcomes, timelines, responsibilities, and adoption goals
• Identify and resolve onboarding risks, stalled customers, and recurring friction points
• Directly project manage technical customer deployments with CSEs and SAs from post-sale through go-live
• Own project plans, timelines, milestones, customer-facing communications, dependencies, and escalation paths
• Run deployment status meetings and drive blockers to resolution
• Serve as the single point of accountability for customers during deployment
• Partner with CS leadership, CSMs, and Sales on handoffs, adoption, retention, and growth
• Provide CSMs with onboarding documentation, customer goals, adoption status, risks, and next steps
• Work with Product and Support to address systemic onboarding issues
• Design and continuously improve tiered onboarding programs, including digital, scaled, guided, and high-touch experiences
• Incorporate self-service content, product walkthroughs, automated communications, and milestone checkpoints
• Monitor engagement, completion, time-to-value, adoption, CSAT, and handoff metrics
• Establish governance, processes, operating rhythms, reporting, and scalability improvements across onboarding

Onboarding Specialist jobs in Massachusetts

Manager, Customer Onboarding – Success