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Senior Onboarding Specialist

United States

Role: Senior Onboarding Specialist

FLSA: Full Time | Exempt | Salaried | Remote

Reports to: Director of Professional Services

The ideal candidate will be based in the EST or CST time zone. If not, they must be able to work and maintain hours aligned with these time zones.

Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm.  Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com. 

Scope of Position: The Senior Onboarding Specialist plays a critical role within the Professional Services Team, overseeing strategic onboarding of Trustwell products for medium to large enterprise customers. This role not only delivers high-quality onboarding experiences but also serves as a mentor and thought leader across the team. The Senior Onboarding Specialist will guide customers through the full lifecycle of Professional Services — from requirements gathering and project execution to training, deployment, and successful transition to Customer Success Management.  

In addition to direct project ownership, this role will contribute to the development of best practices, provide leadership in refining internal processes, and support the growth and effectiveness of the broader onboarding team. You’ll also act as a key liaison between customers and internal teams, ensuring alignment between Onboarding goals and long-term customer success. 

Essential Duties & Responsibilities include but not limited to:  

  • Lead complex onboarding projects with strategic customers, ensuring timely delivery and high-quality service  
  • Mentor onboarding team members on best practices, conflict resolution, and project management techniques  
  • Collaborate cross-functionally with Product, Engineering, and Customer Success to provide customer feedback and influence platform improvements  
  • Serve as a subject matter expert in FoodLogiQ software configuration and process design, offering consultative guidance to maximize platform value  
  • Proactively communicate project progress, risks, and mitigation strategies to both internal stakeholders and customers  
  • Develop and host training sessions, both internally and externally, supporting customer education and team knowledge sharing  
  • Provide hands-on support for technical configuration, data analysis, and supply chain partner onboarding  
  • Identify opportunities to expand services or improve the customer experience, working with leadership to shape new offerings  
  • Provide strategic insights and recommendations to enhance Supplier Onboarding processes, with a focus on increasing platform adoption and driving growth in services revenue.  
  • Help administer team tools and documentation, ensuring consistent processes and accurate resource materials  
  • Participate in user acceptance testing and provide product feedback from a customer onboarding lens  
  • Champion customer success by aligning onboarding outcomes with long-term business goals and platform adoption 
  •  Support strategic planning efforts for large-scale initiatives and continuous improvement projects within the Professional Services team  
  • Other duties as assigned and/or required. 

Education/Experience:  

  • Bachelor's degree in Business, Marketing, Project Management, or similar; highly preferred.  
  • 2+ years of experience in Project Management, or in a similar customer success onboarding role; required. 
  • Certificate in Project Management (PMP); preferred.  
  • Experience with FoodLogiQ, Salesforce, JIRA, Gantt charts, Smart-sheet, Python, Workato, Harvest, Auth0 etc., preferred.  
  • Experience in designing, presenting, and maintaining training video content; preferred 
  • Experience using Camtasia is a plus!  

Required Skills/Abilities:  

  • Proven track record of leading onboarding projects with enterprise customers; required. 
  • Strong project management skills, including risk identification, timeline management, and stakeholder communication  
  • Experienced mentor and collaborator with the ability to coach others and support team development  
  • High emotional intelligence and excellent interpersonal skills  
  • Outstanding written and verbal communication, including client presentations and executive summaries  
  • Strong analytical skills with expertise in Excel, Google Sheets, and data manipulation tools (e.g., Power Query, Power Automate)  
  • Comfortable navigating cross-functional relationships and advocating for customer needs internally  

Total Rewards Package:  

  • Full healthcare benefits, including medical, dental, and vision. 
  • Supplemental benefits, including STD, LTD, HSA, 401k, etc.
  • Responsible Time Off (PTO) + Holiday Pay
  • Excellent culture, growth opportunities, plus much more... 

What to expect - the Hiring Process!  

  • Interview with Human Resources
  • Interview with Hiring Manager
  • Peer Panel Interview(s)
  • Offer of Employment (Background Screening/References) 

Hiring Eligibility: This is a fully remote position open to candidates located anywhere within the United States. Eligibility to work remotely is subject to company policy and applicable state laws. Candidates must have work authorization to work for any U.S. based employer. Please note that certain benefits, taxes, or employment terms may vary by state.  

Compensation: The compensation for this role is anticipated up to $70,000/per annum. The final salary will be factored by candidate skills, education, and other qualifications. This role is also bonus eligible [up to 10%] annually based on company performance and objectives. 

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. 

Acceptable Background and References Required; Upon any conditional offers made by Trustwell.

Equal Opportunity Employer/ DFWP/ Affirmative Action

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