Senior Onboarding Specialist

TRUSTWELL; United States; Remote; USD 95,000 - 140,000; Full time

Benefits offered by this job

Healthcare benefits

PTO + Holidays

Annual bonus

Equity program

Job summary

Trustwell seeks a Senior Onboarding Specialist to manage strategic onboarding for mid-to-large enterprise customers. You’ll guide projects from requirements to deployment, mentor teammates, and ensure seamless transitions to Customer Success.

You’ll influence product improvements, deliver training, and partner with cross-functional teams to maximize platform value and adoption.

Qualifications

• <string>Bachelor's degree in Business, Marketing, Project Management, or similar.
• <string>2+ years of experience in Project Management or similar customer onboarding role.
• <string>PM Certification (PMP) preferred.
• <string>Experience with FoodLogiQ, Salesforce, JIRA, Smartsheet, and similar tools preferred.
• <string>Experience designing and maintaining training video content.
• <string>Experience using Camtasia is a plus.

Responsibilities

• 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
• Proactively communicate project progress, risks, and mitigation strategies to stakeholders and customers
• Develop and host training sessions, internally and externally, supporting education and knowledge sharing
• Provide hands-on support for technical configuration, data analysis, and partner onboarding
• Identify opportunities to expand services or improve customer experience with leadership to shape new offerings
• Provide strategic insights to enhance Supplier Onboarding processes and drive services revenue
• Help administer team tools and documentation for consistent processes
• Participate in user acceptance testing and provide customer onboarding feedback
• Champion customer success by aligning onboarding outcomes with long-term goals
• Support strategic planning for large-scale initiatives within Professional Services
• Other duties as assigned.

Skills

Onboarding leadership

Project management

Mentorship

Communication

Cross-functional collaboration

Data analysis (Excel/Sheets)

Customer focus

Requirements gathering

Education

Bachelor's degree in Business/Marketing/PM

PMP Certification (preferred)

Tools

FoodLogiQ

Salesforce

JIRA

Smartsheet

Gantt charts

Python

Workato

Harvest

Auth0

Job description

Role: Senior Onboarding Specialist

FLSA:

Full Time | Exempt | Salaried | Remote (US)

Reports to:

Director of Professional Services

Scope of Position:

The Senior 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.

In addition to direct project ownership, this role will contribute to the development of best practices, provide leadership in refining internal processes, and support the growth and effectiveness of the broader onboarding team. You’ll also act as a key liaison between customers and internal teams, ensuring alignment between Onboarding goals and long-term customer success.

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 hand-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.


• 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


• Interview with Hiring Manager


• 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 posted below, with most candidates hired in the mid-range.This position is eligible for annual bonus of up to 10% and participation in the companies equity program.

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/ Affimative Action