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System One · 4 days ago

Customer Onboarding Specialist

Naples, FL

Contract

Hybrid

Mid Level

3+ years exp

System One is a company specializing in various industries including Banking, Financial, Technology, and Hospitality. They are seeking a Customer Onboarding Specialist to implement new products and services for clients, ensuring positive client experiences throughout the onboarding process.

Staffing Agency

Responsibilities

Implements moderately complex new products and services for clients. This includes analyzing requirements and gathering deliverables to complete the implementation, performing maintenance on existing client profiles and maintaining client-specific operating procedures

May provide sales or consultative support to clients in selected deals

Utilizes data provided from sales and/or sales support personnel to establish or update client-specific information for assigned product. Coordinates and produces data for pre-implementation validation

Analyzes, assesses and documents client requirements while adhering to established processes and procedures. Verifies implementation work done by other staff

Escalates or addresses challenges and may train clients on products and/or services. Ensures positive ongoing client experiences

Manages multiple implementations simultaneously; reports/drives progress relative to service level performance. Facilitates/participates in internal and external stakeholder meetings. Guide new restaurant and retail clients through the full Linga rOS onboarding process from kickoff to go-live

Conduct onboarding kickoff calls to review hardware, software licensing, menu requirements, and network readiness

Perform remote hardware installation and configuration, including PAX devices, printers, Android devices, iPads, KDS, and network components

Serve as the primary point of contact for clients during onboarding (first 60 days for clients), ensuring clear communication and timely project updates

Review and validate all menu data, modifiers, pricing, taxes, dual-pricing settings, and payment processing configurations

Coordinate VAR submissions and ensure payment terminals and payment processing setups are completed accurately

Provide training on Linga rOS POS, KDS, Kiosk, Inventory, Loyalty, QR ordering, and online ordering features as needed

Manage network sign-off requirements and collaborate with customers to ensure proper infrastructure prior to installation

Track project milestones, identify delays or risks, and escalate issues to management when necessary

Support clients during their scheduled go-live, ensuring a smooth transition into daily system usage

Provide continued onboarding support for 30 days after go-live, ensuring system adoption and addressing post-launch adjustments

Record detailed case notes, documentation, and follow-up actions in CRM systems

Collaborate closely with Sales, Support, and Onboarding Leadership to ensure handoff consistency and customer success

Maintain a high level of product expertise on Linga modules, hardware compatibility, and best practices for deployment

Deliver an exceptional customer experience by understanding customer needs, resolving challenges, and ensuring long-term success

Qualification

POS systemsPayment processingHardware troubleshootingCRM toolsProject managementCustomer serviceAnalytical thinkingChange managementData analyticsOrganizational analysisWaterfall modelSpanish bilingualCommunicationStorytelling

Required

3+ years applicable experience required overall

Ability to troubleshoot technical issues related to hardware, software, and network configurations

Excellent communication skills with the ability to explain technical concepts in an easy-to-understand manner

Strong organizational and project management-type skills, with the ability to manage multiple onboarding projects simultaneously

Comfortable working in a fast-paced environment with shifting priorities and deadlines

Proficiency with CRM tools, ticketing systems, and basic data entry/documentation standards

Implementation experience

Strong Customer service skills

Preferred

Strong understanding of POS systems, payment processing, and hardware components highly preferred

Experience working with customers in hospitality, retail, or restaurant environments highly preferred

Spanish Bilingual- at least one will be needed, so Spanish speaking would be a big nice have skill (may be able to flex on some required skills for Spanish speaking)

Analytical Thinking

Change Management

Customer Solutions

Data Analytics

Financial Processes

Organizational Analysis

Storytelling

Waterfall Model