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Onboarding Specialist - I

Lawrenceville, Ga (Hybrid Schedule)

Description Summary: The Onboarding Specialist I is responsible for managing and coordinating the end-to-end implementation process for customers across all stages of the M3 product suites. This role ensures a seamless onboarding experience by planning and tracking project progress, coordinating internal and customer resources, facilitating communication, and proactively addressing challenges.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

  • Independently execute key job functions with some supervision.
  • Manage the entire product implementation lifecycle, beginning with the Sales Announcement and continuing through onboarding, go-live, and transition to the Support team or Customer Success Manager (CSM).
  • Serve as the primary point of contact for customers throughout onboarding and implementation, fostering strong customer relationships.
  • Collaborate with Sales, Training, Support, and Product teams to assess onboarding needs, define scope, and develop project timelines.
  • Participate in prospect, sales, discovery, and kickoff calls to support seamless customer transitions into onboarding.
  • Conduct introductory and regular project status calls with customers to ensure alignment and progress throughout the implementation lifecycle.
  • Develop and maintain project plans, onboarding schedules, and status updates using project tracking tools.
  • Proactively monitor project milestones, manage risks, and ensure timely completion of deliverables.
  • Coordinate internal project communications and meetings, including product handoffs and internal team coordination, to drive successful project outcomes.
  • Manage customer handoff to the CSM or Support team, ensuring a seamless transition to post-onboarding care.
  • Assist in maintaining and enhancing Standard Operating Procedures (SOP) and Standard Work Instructions (SWI) to drive consistency and operational efficiency.
  • Support cross-departmental process standardization efforts.
  • Drive process enhancements by developing, automating, and refining onboarding procedures to improve efficiency and customer experience.
  • Address customer inquiries and minor implementation, training, and billing concerns, escalating larger issues as necessary.
  • Maintain targeted cross-product knowledge of key M3 products, including Accounting Core™, Insight™, and Labor Management™.
  • Provide timely, high-quality resolutions to customer issues in alignment with service standards and organizational guidelines.
  • Assist with preparation and setup for customer training sessions when needed.
  • Participate in continuing education opportunities to enhance product knowledge and customer support capabilities.
  • Contribute to product improvement discussions by providing actionable customer feedback.
  • Maintain strict confidentiality regarding customer data and internal personnel matters.
  • Drive process enhancement initiatives by developing, automating, and refining procedures and standards to boost productivity and efficiency.
  • Demonstrate problem-solving, self-direction, attention to detail, and project or case closure to the customer's satisfaction.
  • Other duties as assigned.

Education/Training/Experience:

  • Minimum of 2 or more years of experience in customer onboarding, project coordination, software training, or a directly related role is required.
  • Bachelor’s degree preferred. Majors in Accounting, Finance, Business, Information Systems, or related fields are highly desirable; equivalent work experience will be considered.
  • Basic understanding of accounting principles preferred; hospitality industry experience a plus but not required.
  • Experience with project coordination or managing small-scale customer onboarding/implementation projects is highly desirable.
  • Experience delivering training and guiding customers through software onboarding strongly preferred.
  • Strong written and verbal communication skills in English, with the ability to explain complex concepts clearly and professionally to customers.
  • Proven ability to build and maintain positive relationships with customers and internal teams.
  • Demonstrated problem solving, critical thinking, and initiative skills.
  • Proficient with Microsoft Office applications, particularly Excel (including PivotTables, VLOOKUP, formulas, conditional formatting, nested IF statements, and general Excel tips & tricks).
  • Ability to thrive in a fast-paced environment with shifting priorities and competing deadlines.
  • Demonstrated flexibility, adaptability, professionalism, and attention to detail.
  • Strong customer service orientation and ability to manage customer expectations.
  • Flexibility to work occasional non-traditional hours, including weekends and holidays if needed to meet project milestones or customer needs.
  • Certifications or additional training in project management, software implementation, customer success, or relevant fields are advantageous.

Skills & Abilities Required: 

  • Strong organizational skills and attention to detail.
  • Ability to multitask and meet deadlines.
  • Capability to work with some supervision.
  • Adaptability to changes in the work environment.

Physical Requirements:

  • Ability to sit and/or stand for extended periods.
  • Ability to perform work on a computer for extended periods.
  • Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
  • Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
  • Ability to bend and lift up to 25 lbs.

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