Customer Onboarding Specialist

eSkill • Full-time • San Antonio, TX, US • 1w ago

eSkill is seeking a Customer Onboarding Specialist to guide new customers from kickoff through setup, training, launch, and transition to ongoing support.

Reporting to the Director of Customer Onboarding, you will serve as the primary contact for primarily SMB customers and manage multiple concurrent onboardings at a time. You will help customers adopt the platform quickly, achieve early value, and become confident, independent users.

Success will be measured by onboarding completion rates, time to launch, and customer satisfaction.

Responsibilities

Own customer onboarding from internal handoff through launch and transition to ongoing support
Lead customer meetings, including kickoff, training, integration, and launch preparation
Guide customers through account configuration, assessment setup, platform workflows, and results review
Manage project plans, timelines, responsibilities, risks, and follow-up
Coordinate issue resolution with customers and between internal teams
Maintain accurate customer and project records in our CRM
Escalate technical, product, content, commercial, or customer-risk concerns as needed
Improve onboarding processes and customer-facing resources

Requirements

2+ years of experience in SaaS onboarding, implementation, customer success, training, support, or a related field
Strong project management, communication, organization, and problem-solving skills
Proactive, detail-oriented, and comfortable managing multiple priorities
Confidence leading customer meetings and software training sessions
Ability to explain workflows to users with varying technical experience
Proficiency with Salesforce, Microsoft Office, and other SaaS tools

Preferred Experience