Customer Onboarding Specialist
Top Echelon Software
Canton, OH
Position Overview
We are seeking a confident and personable Customer Onboarding Specialist to lead new customer onboarding and training for our recruiting software platform.
This role is responsible for guiding new customers through system setup, helping them translate their day-to-day recruiting workflows into practical use of the platform, and ensuring they feel confident and supported from the start.
The ideal candidate is a strong communicator who enjoys working directly with business professionals, thinking through real-world scenarios, and helping customers find effective solutions within a structured system.
This position works closely with the Training & Support Manager and Customer Success team to deliver a consistent, high-quality onboarding experience.
This position is based in the Canton, Ohio area. While hybrid and remote flexibility are available, we strongly prefer candidates located within reasonable driving distance of our office for periodic in-person collaboration and team engagement.
Company Overview
Top Echelon Software is a recruiting technology company focused on serving recruiting agencies. We build practical, outcome-driven tools that help independent, boutique, and midsize recruiting firms operate efficiently, grow sustainably, and place more candidates. Serving thousands of users across diverse industries globally, we drive innovation in talent acquisition.
Our Mission
Our mission is to empower recruiting agencies with practical, scalable technology that improves operational efficiency, strengthens collaboration, and drives placement success.
Responsibilities
Onboarding Delivery
Conduct virtual onboarding sessions for new customers (approximately 30-40 per month)
Guide customers through system setup, workflow configuration, and best practices
Ensure customers understand core functionality and next steps for adoption
Workflow Consultation & Problem Solving
Ask thoughtful questions to understand customer goals and business processes
Help customers translate their recruiting workflows into practical system usage
Think through real-world scenarios and recommend effective solutions within the platform
Provide clear, simple explanations of features and capabilities
Customer Support & Collaboration
Provide follow-up clarification after onboarding as needed
Escalate complex technical or strategic issues appropriately
Partner with Sales, Customer Success, and Support to ensure smooth transitions
Identify recurring customer challenges and provide feedback to improve training materials
Process & Documentation
Maintain accurate onboarding tracking and documentation
Follow established onboarding structure while adapting to customer needs
Contribute ideas to improve onboarding efficiency and effectiveness
Qualifications
Required
2+ years of professional experience in a customer-facing role (customer success, onboarding, recruiting, training, account support, or similar)
Strong verbal communication and presentation skills
Comfortable leading virtual meetings with business professionals
Strong listening skills and ability to translate customer needs into practical solutions
Demonstrated problem-solving ability and confidence thinking through customer scenarios in real time
Organized, detail-oriented, and able to manage multiple onboarding sessions per week
Professional, positive, and service-oriented demeanor
Preferred
Experience working in a recruiting agency, staffing firm, or executive search environment
Experience using an ATS, CRM, or SaaS platform
Experience training, mentoring, or onboarding others
Compensation & Benefits
- Competitive salary
- Paid Time Off (PTO) and holidays
- 401(k) with up to 4% employer match after 6 months of employment
- Health, dental, and vision insurance
- Company-paid Life Insurance, Long-Term and Short-Term Disability, and Wellness Plan
- A relaxed and professional work environment
- Remote and hybrid work options available
- Commitment to continuous learning and development with a monthly education stipend
- Monthly work-from-home/remote stipend