Senior Onboarding Project Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of project management for the onboarding of each new Cofactr customer, starting from the Sales handoff and continuing through CSM-led enablement sessions.

• Manage multiple onboarding processes concurrently, overseeing timelines, stakeholders, configuration needs, and progress.

• Examine Sales discovery and intake documentation, identify any missing requirements, and address outstanding questions with Sales and customers.

• Execute onboarding projects according to established plans, milestones, responsibilities, and target dates.

• Monitor the status of active onboardings and proactively highlight any risks.

• Collaborate with Support, Product, and Engineering to ensure account configurations are completed.

• Conduct setup reviews with customers to verify configurations prior to enablement.

• Organize and prepare for CSM-led enablement sessions and office hours.

• Keep customers updated and accountable by providing clear next steps, timelines, and summaries.

• Maintain onboarding documentation in Notion, Salesforce, and Pylon.

• Enhance onboarding playbooks, intake forms, checklists, and templates in collaboration with CS leadership.

• Monitor onboarding metrics to pinpoint and eliminate delays.

⛳️ Requirements

• Minimum of 4 years of experience in customer onboarding, implementation, or project management within a B2B SaaS or technology context.

• Experience in supply chain, procurement, or the hardware/manufacturing sector is a plus.

• Proven ability to manage multiple customer projects simultaneously, each with distinct timelines, stakeholders, and milestones.

• Excellent organizational skills and follow-through, including maintaining trackers, facilitating meetings, and ensuring tasks are completed.

• Strong written and verbal communication skills with both customers and internal teams.

• Capability to advocate for decisions and hold stakeholders accountable to deadlines.

• Comfortable with learning and configuring SaaS platforms.

• Skilled in diagnosing setup issues and directing them to the appropriate personnel.

• Familiarity with SFDC, Pylon, Notion, Gainsight, or Metabase.

• Quick learner when it comes to new platforms.

• Practical experience using AI tools, such as Claude, in daily tasks.

• Flexibility to adapt in an early-stage environment where processes are still being developed.

• Must be a U.S. citizen, a lawful permanent resident, a protected individual as outlined by 8 U.S.C. 1324b(a)(3), or eligible to secure necessary authorizations from the U.S. Department of State for ITAR compliance.

🏝️ Benefits

• Opportunities for professional development through mentorship, training, and growth.

• A collaborative, agile, and innovative team culture.

• The chance to influence onboarding processes as the inaugural person in this role.

• Potential for an expanded scope as the onboarding function evolves.