Customer Onboarding Specialist - hybrid

If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!

What TAPCO has to offer you:

• 10 Paid Holidays
• Paid Vacation and Personal Time
• Four Weeks of Paid Parental Leave with no waiting period
• 401K Plan with Generous Employer Match and fully vested from day one
• Company-Funded PPE
• Company-Funded Short-Term Disability
• Health, Vision, and Dental insurance
• Quarterly Company Events and Lunches
• Have a say in TAPCO Happenings by joining the Fun or Safety Committee.

Your schedule:

Monday - Friday

What you will accomplish as a Customer Onboarding Specialist (Connected Saas Platform) at TAPCO.

The Customer Onboarding Specialist is responsible for engaging newly connected customers, delivering structured training, and accelerating time-to-value on their assigned platform. This role ensures customers successfully progress from initial connection through activation and meaningful use, then are formally handed off to Account Management for relationship deepening, expansion, and renewal.

This role consolidates customer onboarding, training execution, and early adoption management into a single, outcome-driven function aligned to RevOps and retention goals.

Core Responsibilities:

Customer Onboarding & Training Execution

• Own the end-to-end onboarding experience for newly connected customers, from kickoff through activation
• Facilitate live, web-based onboarding and training sessions tailored to customer segment and product
• Prepare for sessions by researching customer accounts, use cases, and implementation readiness
• Coordinate scheduling, rescheduling, and session logistics using the customer scheduling platform or other tools
• Deliver post-training resources and document outcomes in CRM

Adoption, Activation & Value Realization

• Drive customers to defined Meaningful Use milestones
• Accelerate Time-to-Connect, Time-to-Value, and Activation across assigned accounts
• Monitor early usage and connectivity signals and proactively address adoption risks
• Ensure customers understand core workflows, value drivers, and success criteria

Handoff to Account Management

• Conduct formal handoff to Account Management once onboarding and activation criteria are met
• Document onboarding completion, usage baselines, risks, and expansion signals
• Collaborate with Account Management on customers requiring extended onboarding or re-engagement

Customer Experience & Feedback

• Serve as the primary point of contact for onboarding-related questions and early adoption support
• Deliver a high-quality onboarding experience that meets or exceeds customer satisfaction targets
• Manage post-onboarding CSAT surveys and analyze feedback
• Share onboarding insights with Account Management, Product, and RevOps teams

Training Content & Enablement

• Create, maintain, and manage onboarding and training resources (presentations, videos, documentation)
• Write, narrate, and coordinate production of platform training videos
• Maintain the training video library and supplemental onboarding materials
• Create and administer LMS-based certification courses as required

Internal Enablement & Cross-Functional Support

• Train internal employees on products, platform features, and best practices
• Create and facilitate onboarding and refresher training for new hires
• Support Sales with platform demos for customers and prospects as needed
• Serve as a subject-matter expert for the platform across internal teams

Systems, Documentation & Support Coordination

• Maintain accurate onboarding records, training history, and survey data in CRM
• Manage the pipeline of open onboarding and training cases
• Respond to customer inquiries related to onboarding and early usage
• Coordinate handoff of advanced technical issues to Customer Support or IT Development as needed

Required Knowledge/ Skills/ Abilities and Experience

• Electronics - OMS law, AC/DC, Voltage/Amps, solar controls
• Mechanical ability
• Able to read, and interpret electronic and mechanical work instructions, drawings, and schematics
• Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.
• Communication skills - strong verbal, listening, and written
• Able to analyze and solve routine problems with a variety of concrete variables in situations where some standardization exists.
• Computer skills - Microsoft Office Suite, Outlook, testing
• 1 - 2 years prior relevant experience within the industry
• Prior experience assembling panels, wire harnesses, and/or other electrical control
• Prior experience working in a team/cell-based environment
• Able to lift up to 35 lbs and able to stand for 75% of the day.