Onboarding Specialist

Description

Key Responsibilities Customer Onboarding & Enablement

• Lead end-to-end onboarding for new Command customers, including account setup, driver and truck configuration, and seat assignment.
• Conduct live walkthroughs and training sessions to ensure customers understand platform capabilities and best practices.
• Validate customer readiness before go-live, ensuring all configurations are correctly set.
  
  

• Serve as the primary point of contact for Command customers post-onboarding.
• Proactively monitor account health and usage to ensure feature adoption.
• Address customer concerns, identify root causes, and provide accurate resolutions in a timely manner.
• Build trusted relationships with fleet owners, dispatchers, and operations teams.
  
  

• Maintain deep product knowledge of the Command Platform, Nav Pro, and related Trucker Path tools.
• Troubleshoot issues related to routing, subscriptions, seat assignments, driver access, and load board integration.
• Collaborate with Technical Support, Product, and Engineering teams for escalations and issue resolution. Retention & Growth
• Identify upselling and cross-sell opportunities based on customer needs and usage patterns.
• Support renewals and prevent churn by addressing risks proactively.
• Collect and relay customer feedback to internal teams to support product improvements.
  
  

• Document all customer interactions, onboarding progress, and support activities accurately in CRM or ticketing systems.
• Track KPIs such as onboarding completion, CSAT, retention, and product adoption.
• Provide insights and recommendations to leadership based on customer trends and feedback.
  
  

• 2+ years of experience in Customer Success, Account Management, or SaaS Support
• Strong understanding of fleet operations, logistics, or transportation technology (preferred)
• Excellent verbal and written communication skills
• Ability to manage multiple accounts and priorities effectively Preferred Skills
• Experience with fleet management platforms, navigation software, or load boards
• Strong problem-solving and analytical skills
• Customer-focused mindset with attention to detail