Customer Onboarding Specialist

ECP; Chicago (IL); On-site; USD 60,000 - 85,000; Full time

Job summary

ECP, a market-leading SaaS provider for senior living communities, seeks a Customer Onboarding Specialist to guide SMB customers from onboarding to full adoption. You will manage multiple projects, coordinate with Sales and Customer Success, and ensure smooth handoffs while driving product usage and ARR.

Ideal candidates have 2+ years in SaaS/healthcare customer-facing roles, experience implementing software, and strong organization and communication skills. Travel up to 25% is expected.

Qualifications

• Bachelor's degree required.
• 2+ years of customer-facing SaaS/healthcare experience.
• 1+ years implementing software or web platforms.
• Strong organizational, presentation, and communication skills.
• Experience with project management or CRM software.
• Willingness to travel at least 25%.
• Healthcare software experience is a bonus.

Responsibilities

• Lead end-to-end SMB onboarding including kickoff, config, training, and go-live support.
• Manage multiple onboarding projects with milestones and timelines.
• Flex to support lower mid-market accounts as needed.
• Conduct retrainings to maintain product adoption following staff changes or updates.
• Support ownership transitions to protect customer health and continuity.
• Identify upsell opportunities with Sales and Customer Success to grow ARR.
• Serve as primary contact during implementation via phone, email, and video.
• Track progress and maintain accurate CRM records.
• Collaborate with Sales, CS, Support, and Product to ensure smooth transitions.
• Share learnings to drive continuous improvement.

Skills

Customer-facing

Project management

CRM experience

Communication skills

Presentation skills

Organizational skills

Travel-enabled

Education

Bachelor's degree

Tools

CRM software

Job description

ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

As a Customer Onboarding Specialist, you will be the primary point of contact for new SMB customers as they implement our platform. Your primary focus is guiding SMB customers from sales close through full adoption, but you are also a flexible team player who steps in wherever the team needs you most. When lower mid-market volume spikes or a teammate needs support, you lean in.

Responsibilities

• Lead the end-to-end onboarding experience for SMB customers, including project kickoff, system configuration, user training, and go-live support.
• Manage a portfolio of concurrent onboarding projects, keeping customers on track against defined milestones and timelines.
• Flex to support lower mid-market accounts or teammates' portfolios as business needs and team capacity require.
• Conduct re-trainings for existing SMB customers as needed, ensuring continued product adoption and proficiency following staff changes, low engagement, or product updates.
• Support ownership transitions for SMB accounts, ensuring a seamless handoff that protects customer health and continuity.
• Identify and drive upsell opportunities within your customer portfolio, partnering with Sales and Customer Success to expand product usage and ARR.
• Serve as the primary point of contact during the implementation phase, delivering responsive and proactive communication via phone, email, and video.
• Identify and elevate churn risks early, implementing mitigation strategies to protect customer retention.
• Maintain accurate and up-to-date records in the CRM, tracking account status, project progress, and key customer interactions.
• Generate product and service reports by analyzing customer data to surface actionable insights that improve the onboarding experience.
• Collaborate with Sales, Customer Success, Support, and Product teams to deliver seamless transitions and resolve customer issues effectively.
• Contribute to a culture of continuous improvement by sharing learnings and best practices with teammates.

Requirements

• Bachelor's degree required.
• 2+ years of customer-facing experience in a SaaS, technology, or healthcare environment.
• 1+ years of experience implementing software or web-based platforms.
• Strong organizational, presentation, and communication skills.
• Experience working with project management or CRM software.
• A genuine passion for helping people solve real-world problems.
• Comfortable operating in a dynamic environment where priorities and account assignments may shift based on team needs.
• Experience with senior living or healthcare software is a bonus.
• Ability to travel at least 25% based on customer demand.