Customer Success: Onboarding & Escalation Lead

Applied Innovation; Grand Rapids (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and life insurance on

Short-term disability

Paid vacation and holidays

Paid volunteer time

401(k) retirement plan with company

Onsite fitness center

Opportunities for professional growth

Job summary

Applied Innovation in Grand Rapids, MI is seeking a motivated Customer Onboarding & Escalation Specialist to support post-implementation experiences for strategic accounts and to serve as the escalation owner when issues arise. This full-time, onsite role reports to the Operations Project Management Department and follows standard hours Monday through Friday.

You will coordinate with Account Management, Operations, Service, Billing and Contracts to resolve onboarding and escalation issues, track

Qualifications

• Strong verbal and written communication skills.
• Client-focused mindset with a professional and courteous approach.
• High attention to detail with strong organizational skills.
• Strong conflict resolution and negotiation skills.
• Dependable and able to manage multiple priorities.
• Ability to work effectively in a team-oriented environment as well as independently.
• Proficient with Microsoft Office applications (Outlook, Excel, Word).
• Understanding and alignment with the organization’s core values.

Responsibilities

• Lead structured post-implementation onboarding for large, complex, or strategic customer accounts.
• Conduct 30/60/90-day health checks to validate deployment, adoption, and satisfaction.
• Identify risks, unresolved issues, or training needs before escalations.
• Coordinate with cross-functional teams to resolve onboarding and post-onboarding issues.
• Serve as the accountable owner for customer escalations and follow through to resolution.
• Develop escalation action plans, assign owners, and track progress.

Skills

Verbal and written communication

Client-focused mindset

Detail-oriented

Conflict resolution

Multitasking

Teamwork and independence

Microsoft Office proficiency

Education

High School Diploma or GED

Tools

MS Office

Job description

Applied Innovation in Grand Rapids, MI is seeking a motivated Customer Onboarding & Escalation Specialist to support post-implementation experiences for strategic accounts and to serve as the escalation owner when issues arise. This full-time, onsite role reports to the Operations Project Management Department and follows standard hours Monday through Friday.

You will coordinate with Account Management, Operations, Service, Billing and Contracts to resolve onboarding and escalation issues, track