Customer Onboarding Specialist

About the Job:

A customer onboarding specialist within the IT managed services industry plays a crucial role in ensuring that new clients are smoothly integrated into ESP s systems and begin to receive the IT support they need efficiently, providing a seamless transition and setting the foundation for a long-term, productive relationship.
As a primary point of new customer set up within the customer success team, you will ensure a seamless onboarding process by assisting Customer Success Managers with account setup across our internal ITSM, CRM, & Commercial systems.
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated customer success team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that s manages over 1,000 tickets a day for more than 200 customers.

• Daily systems administration includes MSA, SOW, PO uploads, Contract creation for billing and service workflows, logging SLA s, asset information, location and folder set ups to name but a few.
• Effective collaboration across internal teams, including sales, technical operations, and project management, to ensure a coordinated and efficient onboarding process for our new and extended customers.
• Manage to clear timelines and milestones for the onboarding process.
• Communicate regularly with customer success managers to keep them informed on the progress of the onboarding and address any concerns or questions.
• Maintain comprehensive documentation that details service provision, contact points, and procedures for support.

• Proficiency in using IT Service Management (ITSM) tools, Customer Relationship Management (CRM) systems, and commercial systems for managing contracts and billing.
• Familiarity with the IT managed services industry, understanding the unique challenges and requirements of providing 24/7 IT support solutions.
• Capable of managing clear timelines and milestones for the onboarding process to ensure smooth and timely transitions for new clients.
• Excellent communication skills to keep customer success managers informed on the progress of the onboarding process, addressing any concerns or questions promptly.

• Working knowledge of administration within ServiceNow, Agiloft, Navision, SharePoint, Power BI or similar systems would be advantageous.