Implementation Onboarding Specialist, you will play a key role in setting up new customers for long-term success by guiding them through the initial phases of adopting our SaaS product. Your responsibilities will involve managing the onboarding process, ensuring that customers are fully trained, and that their implementation aligns with their goals. The ideal candidate has a passion for helping customers, a strong technical aptitude, and excellent communication skills. While Onboarding/Implementation Specialist typically work in an office setting, they often travel to conduct meetings and demonstrations for clients.

To be successful in this role, you will need to be highly organized, self-motivated, able to work on tight deadlines, be competent in using Microsoft Office applications such as Word and Excel, and have exceptional verbal, written, and presentation skills.

Responsibilities:

• Manage and coordinate the onboarding  process for new customers from start to finish, ensuring a seamless experience.   This includes initial setup, data import, and configuration based on customer requirements.
• Conduct training sessions to educate customers on product features, best practices, and usage strategies to maximize product adoption and ROI.
• Collaborate with customers to understand their business goals and map out an implementation plan to ensure our SaaS  solution meets their needs.
• Provide customers with relevant resources, documentation, and support materials to foster self-sufficiency and better user experience.
• Work closely with the Support and Product teams to resolve customer issues during onboarding, escalating when necessary, and ensuring timely follow-up.
• Track customer onboarding progress, product adoption, and satisfaction metrics; report findings to the team to drive continuous improvement.
• Collect and communicate customer feedback to internal teams, especially the Product and Customer Success teams, to      inform product improvements and feature requests.
• Partner with Sales, Customer Success, and Product teams to facilitate smooth transitions and improve overall customer experience.
• Develop and refine onboarding documentation, training materials, and processes to enhance the onboarding experience.

• 2+ years in a customer-facing role, preferably in SaaS onboarding, customer success, or support.
• Experience with SaaS platforms and an ability to quickly learn and explain complex software.
• A strong desire to help customers achieve success and the ability to handle challenging situations with empathy and professionalism.
• Ability to manage multiple onboarding projects simultaneously with excellent organizational skills and attention to detail.
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
• Resourceful, solution-oriented approach to addressing customer issues during the onboarding process.
• Familiarity with CRM and customer success tools (e.g., Salesforce, Gainsight, ChurnZero, Zoho) and project management software (e.g., Jira, Asana) is a plus.

Education and Experience: 

• Bachelor’s degree in business, Communications, Information  Technology, or related field.
• Experience with training or creating customer resources, such as  help articles and training videos.
• Familiarity with Agile/Scrum methodologies.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Willing and able to travel to client locations.
• A valid driver’s license and good driving record.

Benefits:

• Comprehensive Benefits (health, dental, vision, and retirement plans)
• Competitive Salary
• Innovative Environment

Job Summary

OneCloud Sales Engineers serves as a liaison in the sales process between sales teams, customers, and engineers. bridges the gap between our technical products/services and customer needs, using their technical expertise to understand and address customer requirements, ultimately leading to sales. 

Duties/Responsibilities:

• Execute product demonstrations for prospects and clients, showing how our solutions can empower their businesses.
• Consult with existing and potential clients to assess and understand equipment needs and systems requirements.
• Review technical specifications of quoted systems; confer with engineers to ensure that customer needs are met, which may include product modifications.
• Draft technical presentations, other documentation, and materials that explain products and services to customers and prospective customers.
• Provide expertise, training, and support to sales teams to communicate products, services, and client needs.
• Recommend improved products to customers and explain the benefits of changes.
• Provide support to customers and resolve problems with installed equipment.
• Secure and renew orders and arrange deliveries.
• Assist with research and development of new products.
• Perform other duties as assigned.

 Required Skills/Abilities:

• Excellent presentation skills
• Excellent verbal and written communication skills.
• Excellent sales and customer service skills with a proven ability to explain technical products to non-technical audiences.
• Ability to apply engineering, technology, or other related principles to product sales.
• Excellent organizational skills and attention to detail.
• Proficient with Microsoft Office Suite or related software.

Education and Experience:

• Bachelor’s degree in Engineering or related field or record of equivalent experience.
• At least five years of relevant experience are required, preferably in technology, managed services, VoIP, or a related field.
• Must have a valid driver’s license and acceptable driving record.
• Must be willing to undergo background and reference checks.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time. 
• Travel to meet with clients or potential clients will be required.

Company Perks & Benefits

• Opportunity to shape and enhance sales strategies in a rapidly growing UCaaS industry.
• Work with a dynamic and high-performing sales and marketing team.
• Competitive salary, benefits, and career growth opportunities.

Keywords:

UCaaS, Telephony, PBX, Cloud, Business Phone Systems, VoIP, Hosted Phone Systems, Conferencing, Structured Cabling, Infrastructure, Paging, White noise, Wound masking, Voice Over IP, SIP Trunks, Multi-site Solutions, IT Project Management, Telecom, 3CX, Comdial, Avaya, GenVox, OneCloud, Voice, Networking, Network Security, Cell booster, Telecom expense management, Consulting, Nortel, Vertical, Digium.

As a technology communications company, OneCloud's Support team is crucial in achieving business goals and ensuring customer satisfaction. We are seeking a dynamic, results-driven Customer Success and Technical Support Director to lead our customer success and technical support teams. The ideal candidate will be a strategic thinker and self-motivated who can drive exceptional customer satisfaction while overseeing technical support operations. You will work closely with internal teams to ensure our clients receive outstanding service, timely resolutions, and seamless solutions. This role requires a blend of technical expertise, leadership skills, and a strong commitment to customer success.  This position is a full time role that requires being in the office.

Key Responsibilities:

• Lead and manage the Customer Success and Technical Support teams, ensuring they are equipped to provide the highest level of service and support to clients.
• Oversee the resolution of customer technical issues, ensuring timely and effective solutions to complex problems.
• Develop and implement strategies for improving customer retention, satisfaction, and overall success.
• Work closely with sales, account management, and engineering teams to deliver customer-centric solutions and enhance customer experience.
• Analyze customer feedback, service tickets, and performance metrics to identify trends and implement process improvements.
• Collaborate with customers to understand their goals and challenges, providing proactive solutions to improve their IT infrastructure and services.
• Develop and execute customer onboarding and training programs to ensure clients understand and maximize the value of services.
• Create and monitor key performance indicators (KPIs) to track the effectiveness of customer success and technical support initiatives.
• Manage escalations, acting as the point of contact for critical issues and ensuring they are resolved efficiently.
• Build and maintain strong, long-term customer relationships, ensuring ongoing satisfaction and success.
• Report on team performance, customer success initiatives, and technical support outcomes to senior leadership.

Qualifications:

• Proven experience (5+ years) in customer success, technical support, or a similar leadership role within an MSP environment.
• Strong technical knowledge of IT systems, cloud services, networking, and security.
• Excellent leadership skills, with the ability to motivate and manage a diverse team of technical support and customer success professionals.
• Exceptional problem-solving skills and the ability to manage complex customer challenges.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships at all levels.
• Data-driven mindset, with experience in using metrics and analytics to drive decisions and improvements.
• Experience with customer success platforms, ticketing systems, and CRM software (e.g., Zoho Desk, ConnectWise, Salesforce, ServiceNow).
• A deep understanding of customer lifecycle management, including onboarding, retention, and escalation management.
• Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities effectively.

Education:

• Bachelor's degree in IT, Business Administration, Computer Science, or a related field; or equivalent work experience. MBA Preferred.

Physical Requirements:

• Prolonged periods of sitting or standing at a desk and working on computers 
• Must be able to lift 15 pounds at times 
• May be required to work on-call  

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package (health, dental, vision, 401k, etc.)
• Opportunities for career growth and professional development.
• Collaborative and supportive team culture.

This role is a Sales Lead Generator and is responsible for making outbound telephone calls for the purpose of driving new sales opportunities through targeted lead generation activities, marketing campaigns, and website traffic. This role will focus on tele-prospecting, researching potential customers, and helping drive the sales pipeline by setting appointments for our field sales organization. The ideal candidate will have strong communication skills verbally and written with a keen understanding of the sales process, this position will be expected to increase the number of outbound leads driven to the sales team and may be required to qualify in-bound leads. This position is an in-office role Monday through Friday from 8am to 5pm.
 

Duties/Responsibilities:

• Contact prospective clients via outbound telephone cold calling and discuss the value of a product or service to establish interest and set appointments for the field sales organization. 
• Executes daily appointment  generation through telephone cold calling from website traffic, social media engagement, and email campaigns. 
• Manage a database of leads and  capture and add new leads for sales cycles.
• Coordinate sales team by managing  schedules, filing important documents, and communicating relevant information
• Sales Lead Generator to answer phone calls and emails about sales questions.

• Work experience in a similar setting, preferably with customer service, sales, or office administration
• Familiarity with CRM software
• Strong knowledge of Microsoft Office applications
• Bi-Lingual preferred 
• Well-organized and responsible with an aptitude in problem-solving
• Excellent verbal and written communication skills
• A team player with a high level of dedication
• Must be able to meet deadlines in a fast-paced, sometimes high-stress work environment.

Education and Experience:

• BSc/BA in business administration or relevant field; certification in sales or marketing will be an asset

 Encouraging interested candidates to apply through our website at www.onecloud.com/careers to increase your chances of getting an interview.