Customer Onboarding & Transition Specialist

Onboarding Specialist, Service Assurance 1

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Customer Onboarding & Transition Coordination: Lead and execute onboarding processes for new customers and services, ensuring seamless integration into Customer Operations Cen-ters. Organize and facilitate kickoff meetings, manage operational handoffs, and oversee the transition into steady-state operations.
• Operational Readiness & Data Validation: Ensure the accuracy and completeness of cus-tomer data in operational databases and systems. Confirm systems capabilities, functionality, and readiness for live operations, supporting a smooth launch and sustained performance.
• Process Documentation & Training Support: Collaborate with internal teams to document onboarding-related processes and procedures. Identify training needs and coordinate with Knowledge Management to ensure appropriate materials and sessions are delivered.
• Cross-Functional & Customer-Facing Collaboration: Liaise with Service Assurance teams (Change Management, Tools, CSI), Customer Service Managers, Sales and Solutions Engi-neering, Gateway and Ground Operations, and other departments to align onboarding efforts and support customer success.
• Optimization, Transformation & ITIL Alignment: Contribute to continuous improvement ini-tiatives by identifying opportunities to streamline onboarding workflows. Ensure all onboarding activities and documentation adhere to ITIL framework standards and support service man-agement goals.

QUALIFICATIONS & EXPERIENCE

Required:

• Bachelor's degree in Business, Communications, Information Systems, or a related field
• 3-5 years of experience in customer onboarding, service delivery, or operational coordination roles
• Strong organizational and documentation skills
• Experience working with cross-functional teams
• Familiarity with ITIL framework and service management principles
• Proficiency in Microsoft Office Suite and collaboration tools (e.g., SharePoint, Teams)

Preferred:

• ITIL Foundation certification
• Experience in telecom, satellite operations, or enterprise IT environments
• Exposure to CRM or onboarding platforms
• Experience supporting training and compliance initiatives
• Familiarity with ServiceNow or similar ITSM tools
• Experience in customer-facing roles or stakeholder management

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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