Customer Onboarding Specialist
E
ECPSenior living software
Workable workplace: remote; Workable locations: Milwaukee, Wisconsin, United States. Chicago, Illinois, United States. Madison, Wisconsin, United StatesFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 2+ years of customer-facing experience in a SaaS, technology, or healthcare environment. 1+ years of experience implementing software or web-based platforms.
- Required Skills
- SaaS
Requirements
- Bachelor’s degree required.
- 2+ years of customer-facing experience in a SaaS, technology, or healthcare environment.
- 1+ years of experience implementing software or web-based platforms.
- Experience working with project management or CRM software.
- Strong organizational, presentation, and communication skills.
- Ability to travel at least 25% based on customer demand.
- Comfort operating in a dynamic environment where priorities and account assignments may shift based on team needs.
- Experience with senior living or healthcare software is a bonus.
Responsibilities
- Lead end-to-end onboarding for SMB customers, including project kickoff, system configuration, user training, and go-live support.
- Manage concurrent onboarding projects and keep customers on track against milestones and timelines.
- Support lower mid-market accounts or teammates’ portfolios as business needs require.
- Conduct retraining for existing SMB customers after staff changes, low engagement, or product updates.
- Support SMB account ownership transitions to maintain customer health and continuity.
- Identify upsell opportunities and partner with Sales and Customer Success to expand product usage and ARR.
- Serve as the primary implementation contact and communicate with customers by phone, email, and video.
- Identify churn risks, escalate them, and implement mitigation strategies.
- Maintain CRM records and generate reports by analyzing customer data.
- Collaborate with Sales, Customer Success, Support, and Product teams to resolve customer issues and improve onboarding.
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