SMB SaaS Onboarding & Adoption Specialist

ECP; Milwaukee (WI); Vor Ort; USD 55.000 - 85.000; Vollzeit

Zusammenfassung

ECP is seeking a Customer Onboarding Specialist to lead the onboarding of SMB customers for our SaaS platform. You will guide implementations from kickoff to adoption, coordinating configuration, training, and go-live support.

You’ll manage multiple projects, ensuring milestones are met and customer health is maintained. You will also work with Sales, Customer Success, and Product teams to identify upsell opportunities, retrain customers when needed, and hand off accounts smoothly.

Qualifikationen

• Bachelor’s degree is 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 with shifting priorities and assignments.
• Ability to travel at least 25% based on customer demand.
• Experience with senior living or healthcare software is a bonus.

Aufgaben

• 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 escalate 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.

Kenntnisse

Customer-facing experience

Software implementation

Organizational skills

Presentation skills

Communication skills

Travel readiness

Healthcare software experience

Ausbildung

Bachelor’s degree

Tools

CRM software

Jobbeschreibung

ECP is seeking a Customer Onboarding Specialist to lead the onboarding of SMB customers for our SaaS platform. You will guide implementations from kickoff to adoption, coordinating configuration, training, and go-live support.

You’ll manage multiple projects, ensuring milestones are met and customer health is maintained. You will also work with Sales, Customer Success, and Product teams to identify upsell opportunities, retrain customers when needed, and hand off accounts smoothly.