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

Onboarding Specialist

Key skills