[Hiring] Customer Onboarding Specialist II @BCM One

Role Description

BCM One is searching for an Onboarding Specialist II to support our Whitelabel (UCaaS) business. This role will work with new and existing Channel Partners to onboard them to our platform and train new users that are joining an existing service. This role will also intersect with internal team members to resolve technical and clerical issues as needed. An Onboarding Specialist is passionate about enabling our partners to be the most successful users and effective resellers they can be. The right candidate for this role will have excellent project management skills, a passion for software, be technically inclined, and have a strong background in customer service.

Work Locations: This position can work remotely within the US, ideally within the Pacific time zone. This role must be based in the United States; it is not eligible for relocation assistance or sponsorship.

Hours: 8am to 5pm Pacific

Travel: Approximately 10% within the US annually

What You Will Do

• Manage partner onboarding from kickoff through launch, coordinating milestones, deliverables, communication, and issue resolution.
• Lead onboarding meetings, product demonstrations, and training to help partners successfully adopt the SkySwitch platform and best practices.
• Partner with internal teams to resolve technical, implementation, support, and knowledge gaps that may impact partner success.
• Develop and maintain training materials, job aids, onboarding documentation, learning schedules, and participant records.
• Identify opportunities to improve onboarding processes, training effectiveness, partner readiness, and the overall partner experience.
• Maintain current product and industry knowledge and perform other duties as assigned.

Qualifications

• 4+ years of experience in customer service, telecommunications, VoIP, SIP, UCaaS, onboarding, implementation, training, or customer success, including 2+ years supporting or troubleshooting telecom services.
• Working knowledge of network telephony, IP routing, IP addressing, IP PBX, and VoIP technologies.
• Strong communication and presentation skills, with the ability to explain technical concepts to both technical and nontechnical audiences.
• Strong customer service, problem-solving, organizational, and project-management skills with the ability to manage multiple priorities.
• Proficiency with Microsoft 365 and project-management tools, with strong attention to detail and documentation skills.
• Self-starter who can work independently while collaborating effectively across internal teams.

Benefits

• Competitive industry salaries
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
• FMLA

Company Description

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.