Customer Onboarding Specialist

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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

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.

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, providing 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 training sessions to educate customers on key product features and functionalities.
• Provide troubleshooting assistance during onboarding to minimize friction.

1. Customer Advocacy

• Act as the primary contact for new customers, addressing inquiries via email or phone.
• Identify roadblocks in product adoption and work with internal teams to resolve them.

1. Customer Engagement

• Track customer engagement metrics to ensure successful onboarding.
• Follow up post-onboarding to ensure satisfaction and explore upselling opportunities.

1. Collaboration

• Relay customer feedback for continuous improvement.
• Participate in team meetings to refine onboarding processes.

1. Documentation

• Create and update onboarding resources such as guides, videos, FAQs, and best practices.
• Measure success with onboarding metrics like customer satisfaction scores and completion rates.

Requirements

Education & Experience

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

Skills

• Excellent 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 tools (e.g., Salesforce, Gainsight).
• Technical proficiency with SaaS products, networking, Windows, Linux, cloud platforms (AWS, Azure, VMware), and ability to learn new technologies quickly.
• Good understanding of SNMP, WMI protocols, and agents.

Personal Attributes

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

Why Join Us?

As a Customer Onboarding Specialist, you will play a vital role in ensuring customer success from the 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. We consider all qualified applicants without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status, or any characteristic protected by law.

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