[Hiring] Onboarding Specialist II @Sinch

Role Description

As an Onboarding Specialist II, you will play a critical role in ensuring a smooth and successful start for new customers by guiding them through implementation and early adoption of our platform. Managing a portfolio of onboarding projects, you’ll serve as the primary point of contact during the initial customer journey—hosting customer calls, delivering product walkthroughs, and coordinating tasks to keep implementation on track.

In this role, you’ll collaborate closely with Sales, Customer Success Managers, and Support teams to drive timely value realization and a seamless handoff experience. You’ll share enablement resources and best practices, maintain accurate records in CRM and success tools, and proactively monitor onboarding milestones. You’ll gather feedback from customers and internal stakeholders to identify improvement opportunities and help evolve onboarding workflows.

This is an ideal opportunity for a detail-oriented, customer-obsessed professional who excels at cross-functional coordination and is passionate about setting customers up for long-term success and providing a world-class customer experience.

Core Competencies:

• Customer Education: Effectively tailor education to meet specific customer needs.
• Strategic Customer Enablement: Build confidence in independently managing the onboarding process while mitigating risks and ensuring customer readiness.
• Building Customer Relationships: Develop deeper, trust-based customer relationships and be comfortable hosting calls and giving presentations.
• Meeting Planning, Execution & Status Updates: Host and drive meeting outcomes aligned with goals. Provide regular and timely order and project status updates to the customer.
• Resource Savvy: Confidently utilize internal and external resources to address stakeholder needs and manage business complexity.
• Overcoming Objections: Resolve client onboarding concerns and build trust.
• Problem Solver: Must be able to perform root cause analysis and figure things out without constant oversight.

Qualifications

• A bachelor's degree and a minimum of 4 years of related customer facing experience in a customer onboarding or support role.
• Knowledge in Voice telephony (SIP Trunking, PSTN routing, Cloud Voice, Voice API, Ethernet circuit transport, UCAAS).
• Strong communication and interpersonal skills, and the ability to explain technical concepts to non-technical users.
• Detail-oriented, organized, and capable of managing multiple onboarding projects simultaneously.
• Proficient in CRM systems and onboarding platforms.
• Proficient in Microsoft Excel and PowerPoint.

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.