Customer Onboarding Specialist

CUSTOMER ONBOARDING SPECIALIST
Lansing, MI, USA

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping Clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions. We deliver managed IT services, professional services, and business transformation programs across North America, empowering clients to thrive in a cloud-first, AI-enabled world.

POSITION SUMMARY

The Customer Onboarding Specialist plays a critical role in delivering a consistent, high quality onboarding experience for Convergence Networks’ customers. This role combines hands on technical implementation, managed services tool deployment, and structured project management to ensure customers are fully prepared for day to day service delivery.

Acting as a bridge between customers and internal service teams, the Onboarding Specialist sets up onboarding projects, create and maintain onboarding SOPs, deploys and coordinates tools such as RMM, Network monitoring, Microsoft 365 tools, and security tools, leads onboarding check in meetings, and ensures documentation and communication are clear, accurate, and timely.

WHAT WILL YOU DO AS AN ONBOARDING SPECALIST?

MSP Tooling & Technical Enablement

• Deploy, configure, and validate managed services tooling, including:
  • RMM platforms
  • PSA / ticketing systems
  • Microsoft 365 tenant administration
• Security tools (endpoint protection, MFA, security baselines, monitoring)
• Support technical discovery activities, including environment reviews and onboarding readiness checks
• Assist with user, device, and tenant onboarding activities in alignment with Convergence Networks standards
• Ensure all technical onboarding steps are completed, validated, and ready for service handoff

Onboarding Project Coordination

• Set up and manage onboarding projects within PSA and project management tools
• Build onboarding tickets schedules, assign tickets, and track completion across internal teams
• Lead or facilitate onboarding check in meetings with customers and internal stakeholders
• Monitor onboarding progress, identify risks or blockers, and escalate as required
• Ensure onboarding deliverables are completed within defined timelines

Documentation & Process

• Create, maintain, and update onboarding documentation, including:
  • Technical configurations
  • Customer environment details
  • SOPs and onboarding checklists
• Ensure documentation is complete, accurate, and handoff ready for Service Desk and Service Delivery teams
• Contribute to continuous improvement of onboarding standards, templates, and workflows

Customer & Internal Communication

• Partner with internal Points of Contact (POCs) to provide clear and timely onboarding updates to customers
• Act as a consistent onboarding touchpoint throughout the customer transition period
• Translate technical concepts into clear, customer friendly explanations
• Ensure customer expectations, scope, and responsibilities are documented and understood

Continuous Improvement

• Identify opportunities to streamline onboarding processes and improve efficiency
• Provide feedback on tooling, automation, and onboarding experience enhancements
• Support onboarding metrics and reporting to drive consistency and quality

WHAT QUALIFICATIONS DO I NEED TO HAVE?

• 2+ years of experience as:
  • a Project Manager or Project Coordinator in an IT environment, or
  • a technical role within an MSP, IT services, or systems integration environment
• Hands on experience with managed services tools, including:
  • RMM platforms
  • PSA / ticketing systems
  • Microsoft 365 administration
  • Endpoint and security platforms
• Strong organizational skills with the ability to manage multiple onboarding activities simultaneously
• Clear written and verbal communication skills, particularly in customer facing situations

WOULD BE GREAT IF YOU HAD

• Educational background in Computer Science, Information Technology, or a related field
• Experience working in a Managed Service Provider (MSP) environment
• Familiarity with IT service delivery models, onboarding frameworks, or system integrations
• Comfort leading meetings and coordinating across technical and non technical teams

WHAT SUCCESS LOOKS LIKE

• Customers experience a smooth, structured, and professional onboarding
• Managed services tooling is deployed accurately and on time
• Onboarding projects are well organized with clear ownership and follow through
• Internal teams receive complete, reliable documentation and clean handoffs
• Customers feel informed, supported, and confident in Convergence Networks from day one

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing; it may require occasionally carrying or lifting equipment (10-50 pounds) if working on-site.
• Position may require hours that exceed normal working hours per day during peak periods; on-call or travel work may include nights or weekends
• Position requires regular contact with others - in meetings, by phone or by email.
• Interactions focus on data collection, problem solving, needs analysis and technical training development. Interactions are initiated in person or electronically.
• Position may require some travel to Convergence or client sites.

WHY SHOULD YOU WORK HERE?

• Culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
• Group benefits plans including medical, dental, vision, and 401k.
• Education and certification reimbursement is also available so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as

PERFECT FIT....

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.

The compensation range for this position includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.