The Senior Customer 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.
The Senior Onboarding Specialist will guide customers through the full lifecycle of Professional Services — from requirements gathering and project execution to training, deployment, and successful transition to Customer Success Management.
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
Serve as a subject matter expert in FoodLogiQ software configuration and process design, offering consultative guidance to maximize platform value
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
Provide strategic insights and recommendations to enhance Supplier Onboarding processes, with a focus on increasing platform adoption and driving growth in services revenue.
Help administer team tools and documentation, ensuring consistent processes and accurate resource materials
Participate in user acceptance testing and provide product feedback from a customer onboarding lens
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
Other duties as assigned and/or required.

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
Experience with FoodLogiQ, Salesforce, JIRA, Smartsheet, Gantt charts, or similar tools preferred
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.
Experience with FoodLogiQ, Salesforce, JIRA, Gantt charts, Smart-sheet, Python, Workato, Harvest, Auth0 etc., preferred.
Experience in designing, presenting, and maintaining training video content; preferred
Experience using Camtasia is a plus!

Benefits

Full healthcare benefits, including medical, dental, and vision.
Supplemental benefits, including STD, LTD, HSA, 401k, etc.
Responsible Time Off (PTO) + Holiday Pay
Competitive Compensation + Bonus!
Excellent culture, growth opportunities, plus much more...

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

project managementdata analysistechnical configurationsupply chain onboardingtraining developmentrisk identificationtimeline managementdata manipulationExcelGoogle Sheets

Soft Skills

mentoringcollaborationemotional intelligenceinterpersonal skillscommunicationcoachingconflict resolutionstrategic insightscustomer advocacyteam development

Certifications

Bachelor's degreeProject Management Professional (PMP)