Customer Onboarding Specialist

ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. As a Customer Onboarding Specialist, you will be the primary point of contact for new SMB customers as they implement our platform. Your primary focus is guiding SMB customers from sales close through full adoption, but you are also a flexible team player who steps in wherever the team needs you most. When lower mid-market volume spikes or a teammate needs support, you lean in. Responsibilities Lead the end-to-end onboarding experience for SMB customers, including project kickoff, system configuration, user training, and go-live support. Manage a portfolio of concurrent onboarding projects, keeping customers on track against defined milestones and timelines. Flex to support lower mid-market accounts or teammates’ portfolios as business needs and team capacity require. Conduct re-trainings for existing SMB customers as needed, ensuring continued product adoption and proficiency following staff changes, low engagement, or product updates. Support ownership transitions for SMB accounts, ensuring a seamless handoff that protects customer health and continuity. Identify and drive upsell opportunities within your customer portfolio, partn