Onboarding Specialist

Job Description:

Role: Onboarding Specialist

FLSA: Full Time | Exempt | Salaried | Remote

Reports to: Director of Professional Services

Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm.  Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com. 

At Trustwell, our recipe for success is YOU. You’ll play a key role in driving significant progress in food safety and compliance. Our aim is not just to meet industry standards but to set them. We promote an open and dynamic work environment that prioritizes transparency and continuous improvement. Every team member is trusted and empowered to deliver outstanding results that both inform and protect customers. We work diligently alongside our customers to advance the food industry, forming meaningful connections and supporting each other along the way. We celebrate opportunities for growth, take on new challenges, and accomplish remarkable things together, all in service of others.

Our Core Values:

• Pursuit of Excellence - We are dedicated to the pursuit of excellence, constantly seeking new ways to set the standard in the food industry. Team members are encouraged to innovate and contribute to industry-leading practices that ensure the highest level of safety for customers.
• Team Empowerment - We believe in empowering our team to take ownership through a collaborative, supportive community. With the right tools and autonomy, our team members are equipped to lead the charge within the food industry, while achieving significant growth and success.
• Integrity & Transparency - At Trustwell, we uphold integrity and transparency in everything we do. We are committed to honesty, openness, and accountability, ensuring clear communication and ethical decision-making to build trust with our customers, partners, and employees.
• Innovation & Continuous Improvement - Our commitment to growth means we continuously evaluate and refine our processes to enhance efficiency, effectiveness, and quality. By embracing change and encouraging creativity, we strive to deliver exceptional solutions that meet the evolving needs of our customers.

Scope of Position: The Onboarding Specialist will be a member of the Professional Services Team who will be accountable for overseeing the operational health of Trustwell services and onboarding's from delivery through lifecycle support for our customers. The day-to-day of this role requires providing successful professional services to medium and large enterprise customers. The Onboarding Specialist will be responsible for helping customers through all phases of Professional Services, including requirements gathering, account setup and reconfiguration, testing and validation, preparing materials, assisting with small scale deployment/re-deployment and transitioning to Customer Success Management team. 

Essential Duties & Responsibilities include but not limited to:  

• Review and understand customer goals and objectives to align on definition of success for the program and communicate the progress throughout the project life cycle
• Consult with customers to enhance utilization of the FoodLogiQ software and to increase the customers’ process efficiencies
• Develop customer relationships, generate leads, and work with Director of Professional Services to generate sales opportunities in Services
• Manage project timelines based on project scope and meetings with customers for all projects assigned
• Plan and help run weekly and ad hoc calls with customers, as well as maintaining regular email/Smartsheet communication during duration of Professional Service projects
• Assist customers with configuration and troubleshooting during their Professional Services projects by sharing industry best practices
• Host training webinars to support customer’s communication to their supply chain member; Provide excellent customer service to both our customers and their trading partners.
• Serve as product expert, training users on product functionality and providing recommended solutions on how best to translate their business requirements; subject matter expert when offering white glove onboarding services to our customers’ trading partners in onboarding projects
• Perform tasks assigned or requested according to the proper processes, ensuring quality is being tested and expectations are met
• Regularly report on project status and open tasks and communicate upcoming deadlines for customers to stay on track
• Identify any risk factors that may impact timely completion of project/task and mitigate, escalating to internal stakeholders when needed
• Contribute to the development and refinement of Professional Services team processes. 
• Provide regular feedback on the quality and efficacy of the current Professional Services processes
• Coordinate with Customer Success Management team, Support team, and Account Management to ensure a smooth transition to design long-term strategies for customer retention and growth.
• Balance internal Professional Services task areas against active projects to ensure effective account management and onboarding requirements are met
• Must be able to work independently on projects daily and produce outcomes in a timely manner and maintain a high standard of personal administration and documentation of processes
• Responsible for staying up to date on product releases and updates and helping to maintain department documentation and training materials; responsible for testing all releases through our User Acceptance Testing and providing feedback to the team
• Oversee the Knowledge Base and video-based training resources by creating, updating, and reviewing content to ensure accuracy and relevance.  
• Other duties as assigned.  

Education/Experience:  

• Bachelor's degree in business, marketing, project management, or similar; preferred.  
• 2+ years of experience in Project Management, or in a similar customer success onboarding role; required. 
• Certificate in Project Management (PMP); preferred.  
• Experience with FoodLogiQ, Salesforce, JIRA, Gantt charts, Smart-sheet, Python, Workato, Harvest, Auth0 etc., preferred. 
• Experience and proficiency in Excel; required. 
• Experience in designing, presenting, and maintaining training video content; preferred 

Required Skills/Abilities:  

• Experience with process improvement, business consulting, or compliance-driven software implementation is highly desirable.
• Exceptional verbal and written communication skills with a customer-first mindset.
• Ability to work independently, manage multiple projects, and collaborate with a high-performing team.
• High attention to detail, integrity, and the ability to adapt in a dynamic environment  

Total Rewards Package:  

• Full healthcare benefits, including medical, dental, and vision. 
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Excellent culture, growth opportunities, plus much more... 

What to expect - the Hiring Process!  

• Interview with Human Resources
• Interview with Hiring Manager
• Peer Panel Interview
• Interview with Chief Customer Officer
• Offer of Employment (Background Screening/References) 

Hiring Eligibility: This is a fully remote position open to candidates located anywhere within the United States. Eligibility to work remotely is subject to company policy and applicable state laws. Candidates must have work authorization to work for any U.S. based employer. Please note that certain benefits, taxes, or employment terms may vary by state.  

Compensation: The compensation for this role is anticipated around $60,000/per annum. The final salary will be factored by candidate skills, education, and other qualifications. This role is also bonus eligible [up to 10%] annually based on company performance and objectives. 

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. 

Acceptable Background and References Required; Upon any conditional offers made by Trustwell.

Equal Opportunity Employer/ DFWP/ Affirmative Action