Onboarding Specialist / Onboarding Coordinator

TrueNorth Partners Consulting helps organizations build reliable, high‑performing customer service operations. We work with clients to redesign support workflows, implement tools, and train teams so they can deliver consistent, scalable customer experiences.

We’re a small, hands‑on consulting team that values clarity, ownership, and continuous improvement. As an Onboarding Specialist / Onboarding Coordinator, you will own the onboarding journey for new clients and make sure every new client feels guided, informed, and supported from contract signature through a successful go‑live.

• Act as the primary point of contact for new clients during the onboarding phase.
• Run discovery and kickoff calls to understand client goals, requirements, and timelines.
• Build and maintain onboarding project plans, including milestones, owners, and due dates.
• Collect and validate required client data, access, and documentation.
• Coordinate internal resources (consultants, technical specialists) to meet onboarding timelines.
• Schedule and support client training sessions, demos, and regular check‑ins.
• Track progress, communicate status updates, and follow up on action items with both clients and internal teams.
• Identify risks, issues, and dependencies early, and escalate or resolve them quickly.
• Update and improve onboarding playbooks, templates, and checklists based on feedback.
• Ensure a smooth handoff of clients from onboarding into ongoing account management/consulting.

• 1–3 years in a client‑facing coordination role (onboarding, customer success, account management, project coordination, or implementation).
• Strong organizational and project coordination skills; able to manage multiple onboarding projects at once.
• Excellent written and verbal communication; comfortable leading client calls and follow‑ups.
• High attention to detail when handling client data, access, and documentation.
• Experience in consulting, B2B services, or customer service–focused environments is a plus.
• Familiarity with project management tools (e.g., Asana, Trello, Jira) and collaboration tools (e.g., Google Workspace, Slack, Zoom).
• Proactive, problem‑solving mindset; able to keep work moving even when priorities shift.
• Comfortable working independently while collaborating closely with cross‑functional teams.
• Nice to have: exposure to customer service processes, ticketing systems, or knowledge base management.
• Nice to have: familiarity with customer service metrics (CSAT, NPS, FRT, AHT).