Customer Onboarding & Implementation Specialist

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem supporting individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture blends entrepreneurial spirit with enterprise investment, enabling rapid progress with leading-edge technologies.

For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.

As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!

Job Overview

Essential Duties & Responsibilities:

• Customer Onboarding & Implementation: Lead the onboarding process for new customers from kickoff through implementation completion, guiding them through setup requirements, timelines, and key milestones.
• Account Setup & Configuration: Configure customer accounts, user access, settings, and workflows, performing quality assurance testing and validation to ensure all configurations are accurate and complete.
• Project Coordination & Management: Manage multiple implementation projects simultaneously, tracking progress and proactively communicating status updates to customers and internal stakeholders.
• Customer Communication & Support: Build strong customer relationships through clear, timely communication, providing guidance throughout the implementation process and addressing questions and concerns promptly.
• Cross-Functional Collaboration: Partner with internal teams to resolve issues, coordinate activities, and ensure seamless transitions from implementation to ongoing account management or support.
• Process Improvement: Contribute ideas to improve onboarding processes and implementation workflows; maintain accurate documentation and implementation records.

Qualifications & Skills:

• Project & Organizational Skills: Strong organizational and project management skills with the ability to manage multiple projects and competing priorities simultaneously.
• Communication Skills: Excellent written and verbal communication skills with a professional, customer-centered approach.
• Attention to Detail: Strong attention to detail and commitment to quality throughout the configuration and validation process.
• Customer-Focused Mindset: Customer-focused and service-oriented with a self-motivated, proactive approach and a strong sense of ownership.
• Technical Adaptability: Comfortable learning new systems, tools, and processes; experience in customer onboarding, implementation, or customer-facing roles preferred.

Education & Skills:

• Associate’s or Bachelor’s degree in Business, Communications, Technology, Project Management, Information Systems, or a related field preferred.
• Equivalent combination of education, training, and relevant work experience will be considered.
• 1–3 years of experience in customer onboarding, implementation, project coordination, customer success, account management, technical support, or a related customer-facing role.
• Experience managing multiple projects, customer relationships, or onboarding activities preferred.
• Experience working with SaaS platforms, enterprise software, or technology-based solutions preferred.
• Strong organizational skills with the ability to manage competing priorities and deadlines.
• Demonstrated commitment to delivering exceptional customer experiences and successful project outcomes.