Customer Onboarding Specialist

ECP; United States; À distance; USD 70 000 - 100 000; Plein temps

Résumé du poste

ECP is seeking a Customer Onboarding Specialist to guide SMB customers from signup to full adoption of our SaaS platform in healthcare communities. You will own the onboarding journey, coordinate with Sales, Success, Support, and Product, and ensure a smooth go-live.

In this role, you’ll manage multiple onboarding projects, deliver training, monitor milestones, and identify opportunities to expand product usage. Travel up to 25% may be required to support customers on-site or at events.

Qualifications

• 2+ years of customer-facing experience in SaaS or healthcare tech.
• 1+ years of experience implementing software or web platforms.
• Strong organizational, presentation, and communication skills.
• Experience with project management or CRM software.
• Ability to travel at least 25%.

Responsabilités

• Lead end-to-end onboarding for SMB customers, including kickoff, configuration, training, and go-live support.
• Manage a portfolio of concurrent onboarding projects with milestones and timelines.
• Flex to support lower mid-market accounts when needed.
• Conduct retrainings to ensure continued product adoption after staff changes.
• Support ownership transitions for SMB accounts to protect continuity.
• Identify and drive upsell opportunities with Sales and Customer Success.
• Serve as primary contact during implementation with proactive communication.
• Monitor churn risks and implement mitigation strategies to protect retention.
• Maintain CRM records with account status and project progress.
• Generate reports from customer data to surface onboarding insights.
• Collaborate with Sales, Customer Success, Support, and Product for seamless transitions.

Connaissances

Organizational skills

Presentation skills

Communication skills

Healthcare software knowledge

Formation

Bachelor's degree

Outils

CRM software

Description du poste

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 accelerate 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.