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Trucker Path · 1 week ago

Onboarding Specialist

Mandaluyong City,Metro Manila,US

Full-time

Onsite

Entry, Mid Level

2+ years exp

Trucker Path is seeking an Onboarding Specialist to lead the onboarding process for new Command customers. The role involves conducting training sessions, managing customer relationships, troubleshooting platform issues, and identifying upselling opportunities.

CrowdsourcingLogisticsMobileNavigationSoftwareTransportation

Responsibilities

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

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

Qualification

Customer SuccessAccount ManagementSaaS SupportFleet OperationsLogistics TechnologyAnalytical SkillsLive DemosTraining SkillsCommunication SkillsProblem-SolvingAttention to DetailPresentation Skills