Small Business Onboarding Specialist at Xero guiding new customers in their early onboarding journey. Blending consultative sales with hands - on product demonstrations.
About the role
- Onboarding Specialist supporting customers in their journey with EcoOnline's SaaS solutions while collaborating with cross-functional teams. Responsible for onboarding processes and ensuring customer success.
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
Requirements
- 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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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