Customer Onboarding & Transition Specialist

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

•    Customer Onboarding & Transition Coordination: Lead and execute onboarding processes for new customers and services, ensuring seamless integration into Customer Operations Cen-ters. Organize and facilitate kickoff meetings, manage operational handoffs, and oversee the transition into steady-state operations.
•    Operational Readiness & Data Validation: Ensure the accuracy and completeness of cus-tomer data in operational databases and systems. Confirm systems capabilities, functionality, and readiness for live operations, supporting a smooth launch and sustained performance.
•    Process Documentation & Training Support: Collaborate with internal teams to document onboarding-related processes and procedures. Identify training needs and coordinate with Knowledge Management to ensure appropriate materials and sessions are delivered.
•    Cross-Functional & Customer-Facing Collaboration: Liaise with Service Assurance teams (Change Management, Tools, CSI), Customer Service Managers, Sales and Solutions Engi-neering, Gateway and Ground Operations, and other departments to align onboarding efforts and support customer success.
•    Optimization, Transformation & ITIL Alignment: Contribute to continuous improvement ini-tiatives by identifying opportunities to streamline onboarding workflows. Ensure all onboarding activities and documentation adhere to ITIL framework standards and support service man-agement goals.

QUALIFICATIONS & EXPERIENCE
Required:
•    Bachelor’s degree in Business, Communications, Information Systems, or a related field
•    3–5 years of experience in customer onboarding, service delivery, or operational coordination roles
•    Strong organizational and documentation skills
•    Experience working with cross-functional teams
•    Familiarity with ITIL framework and service management principles
•    Proficiency in Microsoft Office Suite and collaboration tools (e.g., SharePoint, Teams)
Preferred:
•    ITIL Foundation certification
•    Experience in telecom, satellite operations, or enterprise IT environments
•    Exposure to CRM or onboarding platforms
•    Experience supporting training and compliance initiatives
•    Familiarity with ServiceNow or similar ITSM tools
•    Experience in customer-facing roles or stakeholder management