Onboarding Consultant - NAM

Job description

Want to be a part of a company that’s making a difference? We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers. 🌍 Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces. 💡 Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed. 📈 Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector. We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers. Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together. Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact! About the Role If you’re passionate about guiding customers through new technology and helping them, feel confident from day one, this role gives you the perfect platform to make an impact. As an Onboarding Specialist, you become one of the first people our customers meet. You help them understand how the system will support their organisation, remove barriers, simplify complexity, and build the foundations for long-term success. You’ll join a collaborative, innovative, and forward-thinking team where challenging outdated processes is encouraged. We’re always looking for better ways to onboard, support, and empower our customers. If you enjoy autonomy, thrive on problem-solving, and want to shape customer success from the very start of their journey, this is the role for you. Key Responsibilities: Customer Onboarding & Adoption Own the end-to-end onboarding experience, ensuring customers successfully implement and adopt the platform. Drive customer confidence and self-sufficiency through effective enablement and guidance. Deliver consistent, high-quality onboarding experiences that support customer success and retention. Customer Portfolio Management Take full ownership of an assigned customer portfolio, managing progress, outcomes, and customer satisfaction. Effectively manage onboarding timelines, deliverables, risks, and customer expectations across multiple concurrent projects. Ensure all onboarding activities are accurately documented and tracked. Customer Success & Growth Identify risks, challenges, and barriers to adoption early, working proactively to drive successful outcomes. Support customer retention through strong stakeholder engagement and issue resolution. Identify and escalate opportunities for additional Professional Services, product adoption, or account growth. Product Expertise & Continuous Improvement Maintain and expand knowledge across the product suite to provide trusted guidance and best-practice recommendations. Gather customer feedback and insights to support product enhancement and service improvements. Contribute to the continuous improvement of onboarding processes, documentation, and delivery methodologies. Cross-Functional Collaboration Partner effectively with Sales, Customer Success, Professional Services, and Product teams to deliver a seamless customer experience. Ensure smooth customer transitions from sales handover through onboarding completion. What we're looking for: Minimum 2+ years in a client-facing onboarding, implementation, or customer-facing SaaS role. Strong ability to learn new software quickly; naturally tech-curious and confident with systems. Excellent written and verbal communication, able to adapt your style based on audience. Attention to detail and pride in producing polished, accurate work. Ability to manage multiple onboarding projects simultaneously across different time zones. Skilled at building rapport and trust with customers, including those who may be more challenging. Monitor onboarding health, identify risks or red flags, and work with internal stakeholders to develop mitigation plans. Comfortable working independently while also collaborating effectively across teams. Strong analytical and problem-solving skills. Critical thinking - you don’t just accept an issue; you explore why it’s happening and what needs to be done. Our Benefits: We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process. 🌴 Generous Paid Time Off 🍼 Extended Parental Leave ❤️‍🩹 Robust Health Coverage 💡 Accelerated Learning Paths 🧘‍♂️Team Wellness Initiatives 📆 Company-wide Events 🌎 Employee Resource Groups ⭐️ Recognition awards EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner. This job posting is for an existing vacancy. While EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process . If you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly. At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation. AI is used only as an administrative support tool. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. We are committed to handling personal information responsibly and in line with applicable privacy regulations. #LI-Hybrid