Onboarding Coordinator, Customer Onboarding

How You’ll Support Our Mission  

The Onboarding Coordinator is a multi-tasker who is obsessed with organization and details.  You are focused on the configuration requirements necessary for a customer to be successful with our application, which will include coordination with internal Subject Matter Experts. You must be able to juggle various project influences including business, customer, technical and product. You are a “roll with it” and “think on your feet” kind of person, but comfortable with taking the bull by the horns when needed.  The right candidate for this role loves delivering value and supporting customers on the front lines and behind the scenes!   

What You'll Be Doing - the day to day

• Follow the pre-defined Onboarding process; meeting SLAs and ensuring the Customer’s expectations are managed at the start of the Onboarding process.  

• Coordinate with customers to ensure achievement of complete configuration within established timeframe.  

• Keep the client motivated, excited and on task to complete their implementation.  

• Assure that our partners (customers) feel heard, taken care of and most of all that the products and services you deliver take them to a place of success they couldn’t get to without us.     

• Develop new processes and recommend improvements to all procedures to ensure optimal level of customer satisfaction at all times.  

• Identify and address implementation risks to remove project roadblocks and engage appropriate internal escalation resources.  

• Meet or exceed productivity metrics while enhancing the customer experience.  

• Resolve immediate escalations to ensure customer satisfaction.  

• Track customer progress in project management tooling. 

• Take action based on pre-defined reports and dashboards to support customer and department success. 

• Assist with data conversions.  

Who You Are - the essentials

• Passionate about technology and how it can influence the lives of both our customers and their communities.  

• Solid experience of managing tasks and deliverables, ideally multiple concurrently.  

• Experience in a customer-facing role  

• Ability to explain technical concepts to non-technical audiences and to translate requirements into technical deliverables.  

• Strong organizational and time management skills.  

• Confidence with communicating via phone and video conferencing.   

• Flexible; be able to adapt to a fast-paced, changing environment  

• Attention to detail and accuracy, in thinking and execution  

• Willingness to learn  

• Ability to meet deadlines  

• Capable of wearing multiple hats.

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across North America, Europe and now Costa Rica! 

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission. 

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.