Onboarding Specialist III
Overview:
The Onboarding Specialist III is a senior-level subject matter expert responsible for leading large-scale, multi-product, or enterprise-level onboarding initiatives. This role drives cross-functional coordination, ensures standardization, and champions customer experience throughout complex implementations. The Onboarding Specialist III mentors lower-level specialists, leads process improvement initiatives, and partners with leadership to enhance onboarding strategy and scalability.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
- Lead enterprise-level or high-complexity onboarding projects involving multiple stakeholders and integrations.
- Serve as a trusted advisor for customers, providing strategic guidance and solutions for onboarding success.
- Develop, maintain, and optimize onboarding standards, templates, and best practices.
- Mentor and coach Levels I & II Specialists, ensuring consistency in quality and communication.
- Collaborate with Configuration, Training, Projects, Product, and Support teams to ensure readiness and alignment across the customer lifecycle.
- Facilitate executive-level communications and provide updates to leadership on onboarding performance and outcomes.
- Develop, maintain, and optimize Standard Operating Procedures (SOPs) and Standard Work Instructions (SWIs) for onboarding process workflows.
- Identify and implement process enhancements that improve efficiency, scalability, and customer satisfaction.
- Contribute to department-wide initiatives and continuous improvement programs.
- Represent Onboarding in cross-departmental projects or leadership forums.
- Stay informed of product changes, organizational priorities, and industry trends that affect onboarding practices.
- Other duties as assigned.
Education/Training/Experience:
- 5–10 years of progressive experience in onboarding, implementation, project management, or customer success within a SaaS or services organization.
- Bachelor’s degree required; Master’s degree or PMP certification preferred.
- Demonstrated success managing enterprise or multi-product projects.
- Advanced proficiency in Excel and project management software.
- Strong business acumen and customer relationship management skills.