Onboarding Specialist
Job Overview
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
The Onboarding Team forms part of the wider Professional Services organisation and is responsible for guiding customers through the earliest and most critical stage of their journey. We work closely with Sales, Customer Success, Support, and Product teams to deliver smooth, structured onboarding experiences that help customers implement their system with confidence. As a team, we focus on clarity, consistency, and continuous improvement, ensuring every customer gets the right start and is set up for long-term success.
Key Responsibilities:
Revenue Protection & Growth
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
Customer Lifecycle Support
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
Process Ownership
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
Escalation & Quality Management
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
Knowledge Sharing
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
What we're looking for:
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
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.
We utilise AI for note taking within our hiring process to enhance efficiency and ensure a smoother candidate experience.
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