Customer Onboarding Specialist

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Overview

We are seeking a highly motivated and customer-focused Customer Onboarding Specialist to join our SolarWinds customer success team. This role is critical in ensuring new customers have a seamless and positive experience during the onboarding process, enabling them to achieve their business goals with our products and services. The specialist will act as the primary contact for new customers, complimentary or paid fixed-scope deployment services, platform setup, configuration, training, and guidance to ensure successful product adoption and long-term satisfaction.

Key Responsibilities

1. Customer Introduction and Welcome

• Conduct welcome calls and send emails to introduce customers to the onboarding process or fixed-scope deployment services.
• Provide a comprehensive overview of the company’s products, emphasizing their benefits and alignment with customer goals.

1. Onboarding Process Management

• Provide onboarding based on the playbook, understand customer needs and objectives.
• Monitor setup progress and guide customers through platform configuration, devices onboarded, use cases delivered and initial usage.

1. Product Training

• Conduct one-on-one or group training sessions to educate customers on key product features and functionalities.
• Provide troubleshooting assistance during the onboarding phase to minimize friction.

1. Customer Advocacy

• Act as the primary point of contact for new customers, addressing inquiries via email or phone
• Identify roadblocks in product adoption (e.g., technical issues or user knowledge gaps) and work collaboratively with internal academy, support or customer success engineering (CSE) teams to resolve them.

1. Customer Engagement

• Track customer engagement metrics using CRM tools to ensure successful onboarding completion.
• Regularly check in with customers post-onboarding to ensure satisfaction and identify opportunities for upselling or cross-selling additional deployment or premium support services.

1. Collaboration

• Relay customer feedback to internal teams (e.g., Product, Marketing, Customer Success) for continuous improvement.
• Participate in team meetings to refine onboarding and deployment services processes and share insights.

1. Documentation

• Create and update onboarding resources such as guides, videos, FAQs, and best practices documentation.
• Measured on onboarding metrics like customer satisfaction scores and completion rates.

Requirements

Education & Experience

• Bachelor’s degree in information technology or a related field.
• Minimum of 2 years of experience in technical support, customer success, onboarding, or similar roles.

Skills

• Excellent verbal and written communication skills for conveying complex information clearly.
• Strong interpersonal skills with high emotional intelligence and empathy.
• Effective problem-solving abilities with attention to detail.
• Proficiency in CRM and onboarding platform tools (e.g., Salesforce, Gainsight).
• Technical proficiency with SaaS observability products; networking, Windows, Linux, cloud (AWS, Azure, VMware), and ability to learn new technology quickly.
• Good understanding of SNMP, WMI protocols, and agents

Personal Attributes

• Customer-centric mindset with a passion for helping clients succeed.
• An analytical mindset for tracking metrics and improving processes.
• Strong organizational skills for managing multiple projects simultaneously.

Why Join Us?

As a Customer Onboarding Specialist, you will play a vital role in ensuring customer success from the very first interaction. You will collaborate with cross-functional teams to deliver exceptional service while fostering positive relationships that drive retention and loyalty. If you are passionate about delivering excellent customer experiences in a fast-paced environment, this is the perfect opportunity for you!

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice

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