Senior Onboarding Specialist

Role:
Senior Onboarding Specialist
FLSA:

Full Time | Exempt | Salaried | Remote (US)

Director of Professional Services

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. 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.

In addition to direct project ownership, this role will contribute to the development of best practices, provide leadership in refining internal processes, and support the growth and effectiveness of the broader onboarding team. You’ll also act as a key liaison between customers and internal teams, ensuring alignment between Onboarding goals and long-term customer success.

• 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 hand-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.

• 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!

• Full healthcare benefits, including medical, dental, and vision.
• Respon…