Customer Success Onboarding Coordinator

Job Summary

The Customer Success Onboarding Coordinator provides essential administrative and operational support to the onboarding team, ensuring a smooth and effective experience for strategic customers. This foundational role manages key day-to-day onboarding activities, including documentation, scheduling and coordinating cross-functional communication and increasingly assumes defined ownership of standard onboarding initiatives. The Customer Success Onboarding Coordinator also contributes to project planning and execution by helping define scope, gather requirements and monitor progress, all with a focus on customer satisfaction, operational efficiency and long-term retention. 

Responsibilities

Essential Functions

• Coordinates onboarding meetings and communication across cross-functional teams to ensure alignment on tasks, timelines and issue resolutions.
• Maintains, organizes and contributes to the creation and refinement of onboarding documentation and templates, ensuring accuracy, accessibility and alignment with best practices.
• Tracks task completion and project milestones and coordinates updates to onboarding status reports.
• Maintains shared drives, trackers and file structures to support consistent documentation practices.
• Provides administrative support for onboarding systems and tools (e.g., document uploads, surveys, data entry).
• Responds to routine inquiries and identifies common challenges, proposing initial solutions or recommending process adjustments for review by appropriate team members, escalating complex issues as needed.
• Supports smooth handoffs between teams to reduce redundancies and maintain continuity across onboarding activities.
• Assists in defining project scope, deliverables, stakeholders, constraints and timelines; may lead task tracking and coordination for standard initiatives.
• Reviews and organizes customer agreement requirements to support effective project planning and documentation.

Non-essential Functions

• Participates in projects outside of onboarding scope.
• Contributes to training documentation.
• Assists in collecting and organizing customer feedback to support onboarding evaluations.
• Performs other duties as assigned by the supervisor or designate.
   

Qualifications

• A degree in sales, marketing, business, communications or a related field is preferred; equivalent work experience will be considered.
• 1+ year(s) experience in project coordination, customer success, sales support or a related role, preferably within supply chain or electrical distribution environments.
• Basic knowledge of, or willingness to learn about, the electrical distribution industry.
• Proficiency with Windows-based PCs and Microsoft Office tools (Excel, Word, PowerPoint, OneNote, Teams), as well as internet and email. 
• Experience with SharePoint, SurveyMonkey and CRM software (e.g., Salesforce) is a plus.
• Familiarity with project management concepts and terminology.

Skills and Abilities

• Strong attention to detail, particularly in reviewing agreements and maintaining documentation.
• Excellent organizational and multitasking abilities. 
• Willingness to learn and grow within a collaborative team environment.
• Strong interpersonal and written/verbal communication skills.
• Effective time management and task prioritization to meet deadlines.
• Problem-solving and critical thinking abilities, with the capacity to identify issues, suggest solutions, or escalate appropriately.
• Demonstrates strong customer service skills, including being competent, accurate, responsive and engaged.
• Emerging analytical skills, with a willingness to interpret information and contribute to data-driven decisions.
• Team-oriented with a customer-focused mindset.
   

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Not at all
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Frequently
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Frequently
• Driving (the control and operation of a motor vehicle) - Occasionally
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Frequently
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Not at all
• Travel (travel needed to perform job duties) - Occasionally

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation.