Customer Onboarding and Support Specialist

Position Summary:

The Customer Onboarding and Support Specialist serves as a critical bridge between customers and the organization, ensuring a seamless transition from sales to active product usage. This role is responsible for guiding customers through the onboarding process across multiple applications, resolving internal sales order discrepancies, and delivering ongoing post-onboarding support through a structured ticketing system. This is not a coordination role. The individual is expected to personally engage with customers, take ownership of issues, and drive onboarding to completion. The ideal candidate is highly organized, customer-focused, and thrives in a cross-functional environment.

Responsibilities

Your day if you join us:

Customer Onboarding:

• Lead end-to-end onboarding of new customers across multiple internal and customer-facing applications, ensuring a consistent and positive experience.
• Coordinate with internal teams (Sales, Product, Engineering) to ensure customer environments are configured and ready prior to go-live dates.
• Track and manage onboarding milestones, escalating risks or delays proactively to the Customer Support Manager.
• Create and maintain onboarding documentation, guides, and training materials for continuous improvement.

Customer Communication:

• Serve as the primary point of contact for new customers during the onboarding lifecycle, maintaining regular communication via email, phone, and video conference.
• Set clear expectations with customers regarding timelines, deliverables, and points of escalation.
• Proactively communicate status updates, system changes, and relevant product updates to assigned customers.
• Foster strong, trust-based relationships that contribute to long-term customer retention and satisfaction.
• Document all customer interactions in the CRM system to ensure continuity across the team.

Internal Sales Order Management:

• Review and validate new sales orders for accuracy, completeness, and alignment with customer agreements.
• Coordinate with the Sales and Finance teams to resolve order discrepancies, missing information, or approval gaps in a timely manner.
• Ensure customer accounts are accurately provisioned in applicable systems following order confirmation.
• Maintain a clean and up-to-date record of pending and completed orders, flagging anomalies for management review.
• Serve as a liaison between Sales and Operations to streamline the order-to-onboarding handoff process.

Automation, AI & Process Improvement

• Identify and eliminate manual, repetitive work through automation and AI-driven solutions.
• Design and implement scalable workflows across onboarding and support operations.
• Leverage AI tools to improve:
• • Ticket triage and response efficiency
  • Customer communications
  • Knowledge base creation and maintenance
• Continuously evaluate current processes and implement improvements that increase efficiency and reduce error rates.

Post- Onboarding Support (Ticketing System)

• Monitor and manage an inbound support queue, triaging and resolving customer-submitted tickets in accordance with defined SLA targets.
• Troubleshoot application-related issues, coordinating with technical teams when escalation is required.
• Document resolutions and contribute to the internal knowledge base to improve first-contact resolution rates.
• Identify recurring issues and surface patterns to the Product and Engineering teams to drive product improvements.
• Conduct periodic customer check-ins post-onboarding to assess satisfaction, address concerns, and identify expansion opportunities.

Qualifications:

You are a great fit for this role if you:

• 2+ years of experience in customer onboarding, customer support, technical support, or a related role with direct customer engagement.
• Demonstrated ability to manage multiple customer accounts and competing priorities simultaneously.
• Strong verbal and written communication skills with a professional, empathetic customer service approach.
• Experience with CRM, ERP, or ticketing systems (e.g., Salesforce, NetSuite, HubSpot, Jira).
• Comfortable navigating SaaS or enterprise applications and explaining technical concepts to non-technical users.
• High attention to detail, particularly when reviewing and reconciling order or account information.

Location: Herndon, VA- Hybrid (3x/week)

Preferred Qualifications:

You are exactly who we are looking for if you:

• Experience in a B2B SaaS, technology, or professional services environment.
• Familiarity with ERP or order management systems (e.g., NetSuite, SAP, Salesforce CPQ).
• Familiarity with order management, provisioning, or quote-to-cash processes.
• Experience with workflow automation tools and AI-assisted operations.
• Bachelor's degree in Business, Communications, Information Systems, or a related field (or equivalent experience).

Core Competencies:

• Ownership & Accountability — Takes full responsibility for outcomes, not just tasks
• Customer Engagement — Confident, proactive, and effective in direct client interaction
• Operational Thinking — Understands and improves systems end-to-end
• Process Improvement — Identifies root causes and implements scalable solutions
• Automation Mindset — Actively reduces manual work through technology and AI
• Communication — Clear and effective across technical and non-technical audiences

Exostar - The Company:

Exostar's cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data, we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.

• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and flexible time off plans.

Exostar is an Equal Opportunity Employment Employer. The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information. Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.