Role Description:

As a Senior Customer Onboarding & Training Specialist, you will play a pivotal role in ensuring our clients' success by managing the end-to-end onboarding lifecycle for new laboratory clients. You will design and deliver comprehensive training programs to ensure user proficiency, provide ongoing technical support to troubleshoot issues, and collaborate cross-functionally to resolve complex challenges and enhance the overall customer experience. In this lead capacity, you will also serve as a mentor to junior team members, guiding their professional development and quality of work. You will lead strategic initiatives to optimize onboarding processes, identify systemic inefficiencies, and implement scalable solutions. Furthermore, you will act as a primary escalation point for high-stakes client accounts, leveraging your deep technical expertise and problem-solving skills to navigate complex issues and maintain long-term client satisfaction.

Responsibilities:

• Develop a comprehensive implementation plan with detailed milestones and deliverables
• Evaluate clients’ needs and develop configurations to support their business process
• Provide remote and on-site training to clients
• Provide end-user support
• Coordinate internal and client teams to complete Data Migration, Content Development, Interfaces, Enrollment, and Billing Configuration.
• Create detailed training guides based on office workflow.
• Develop, prepare and lead training sessions in group and one-on-one settings.
• Audit tickets
• Assign tasks to other team members to deliver on implementation timelines