Summary:

Under the general direction of the Senior Manager of Customer Implementation, the Senior Customer Onboarding Specialist is instrumental in facilitating the seamless integration of new customers for Global Products and Solutions. This position emphasizes providing guidance and coaching to team members, ensuring they possess the knowledge and skills necessary to excel in their roles. The Senior Customer Onboarding Specialist is responsible for overseeing all onboarding processes, ensuring deadlines are met, and reporting appropriate metrics back to the product teams to ensure business alignment. Additionally, this role entails creating and maintaining documentation and a standardized onboarding experience to promote consistency and efficiency across the organization. The Senior Specialist will also oversee complex and strategic projects, ensuring enterprise alignment with customer expectations and experiences.

Primary Duties and Responsibilities:

• Contribute to the development, documentation, and implementation of a standardized onboarding approach, covering the entire process from contract execution to post-implementation analysis for Global Products and Solutions

• Guide and coach team members, leading training initiatives and assisting with task prioritization and time management

• Maintain and enhance the current SmartSheet project management tool, ensuring efficient workflows and automation to reduce implementation timelines while identifying any barriers

• Facilitate new customer onboardings by collaborating across teams, establishing timelines, conducting kickoff calls, and providing necessary training

• Update deadlines, reports, and trackers on a weekly basis to ensure visibility and accountability

• Oversee high-profile projects, contribute to onboarding methodologies, and track and escalate key milestones, resolving issues in coordination with relevant teams

• Maintain standard operating procedures (SOPs), manage workflows, and communicate strategic goals effectively

• Provide regular updates on onboarding progress, ensuring timely completion of documentation and deliverables

• Collaborate with teams and stakeholders to continuously improve onboarding processes

• Act as a subject matter expert (SME) for customer workflows, conducting post-onboarding reviews, and implementing improvements based on customer feedback

• Develop feedback systems for products, report survey results, and suggest enhancements

• Identify and implement onboarding process enhancements to improve overall efficiency

• Serve as the primary contact for escalations, engaging with management and stakeholders to drive process innovation and efficiency