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Role Description

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.

• 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

Qualifications

• 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, Smartsheet, Python, Workato, Harvest, Auth0, etc.; preferred
• Experience in designing, presenting, and maintaining training video content; preferred
• Experience using Camtasia is a plus!

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

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...