Onboarding Specialist

EcoOnline is a growing global tech company committed to protecting people and the planet. The Onboarding Specialist will guide customers through the onboarding process, working closely with various teams to ensure a smooth and successful implementation of the system.

Responsibilities

• Surface opportunities for additional Professional Services that support customer outcomes and escalate them appropriately
• Create Salesforce Opportunities for Professional Services or expansion identified during onboarding
• Monitor onboarding progress to mitigate risks that could affect adoption, retention, or expansion
• Lead structured onboarding journeys, ensuring customers gain confidence in using their system
• Tailor onboarding approaches to meet customer needs, goals, and workflows
• Project manage onboarding timelines, expectations, risks, decisions, and deliverables across multiple customers simultaneously
• Maintain and improve onboarding workflows, SOPs, and documentation to reflect product updates, customer needs, and evolving best practices
• Identify gaps in existing processes and implement scalable improvements
• Contribute to the team knowledge base and internal onboarding resources
• Surface, escalate, and mitigate risks or red flags early in the onboarding process
• Handle internal and customer escalations with professionalism, clear communication, and timely resolution
• Ensure consistency, clarity, and high quality in every customer interaction
• Create resources, maintain documentation, and deliver guidance or training to colleagues on onboarding processes and best practices
• Capture and share customer feedback, enhancement requests, and product insights to inform internal teams

Skills

• Preferred expertise in SaaS onboarding role
• Experience within Chemical Safety, EHS, or ESG domains advantageous
• Understanding of how customers use SaaS platforms in operational contexts
• Ability to work independently while collaborating effectively across teams
• Flexibility to accommodate meetings across time zones
• Resilience, adaptability, and professionalism in a fast-paced environment
• Continuous learning mindset and strong sense of ownership for customer outcomes

Benefits

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company-wide Events
• Employee Resource Groups
• Recognition awards

Company Overview