Role: Senior Customer Onboarding Specialist

FLSA: Full Time | Exempt | Salaried | Remote (US)

Reports to: Director of Professional Services

Scope of Position: 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.  

Essential Duties & Responsibilities including but limited to:   

• 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. 

Required Skills/Abilities 

• 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 

Education/Experience

• 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!  

Total Rewards Package:  

• 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...  

What to expect - the Hiring Process!  

• Interview with Human Resources
• Panel Interview (Yes, you + 4 others) :)
• Potential Peer Interview
• Offer of Employment (Background Screening/References) 

The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is outlined below; with most candidates hired in the mid-range. 

To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor! 

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. 

Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Affirmative Action