Customer Onboarding Specialist

eSkill is seeking a Customer Onboarding Specialist to guide new customers from kickoff through setup, training, launch, and transition to ongoing support.

Reporting to the Director of Customer Onboarding, you will serve as the primary contact for primarily SMB customers and manage multiple concurrent onboardings at a time. You will help customers adopt the platform quickly, achieve early value, and become confident, independent users.

Success will be measured by onboarding completion rates, time to launch, and customer satisfaction.

Responsibilities

Own customer onboarding from internal handoff through launch and transition to ongoing support.

Lead customer meetings, including kickoff, training, integration, and launch preparation.

Guide customers through account configuration, assessment setup, platform workflows, and results review.

Manage project plans, timelines, responsibilities, risks, and follow-up.

Coordinate issue resolution with customers and between internal teams.

Maintain accurate customer and project records in our CRM.

Escalate technical, product, content, commercial, or customer-risk concerns as needed.

Improve onboarding processes and customer-facing resources.