Process execution & quality
- Follow defined onboarding playbooks and checklists to ensure consistency and quality across all Softchoice Complete onboardings
- Maintain accurate records in CRM and internal systems related to onboarding status, customer contacts, and service details
- Identify gaps, delays, or recurring onboarding issues and provide feedback to improve onboarding processes and templates
- Support onboarding metrics such as time-to-onboard, onboarding completion rate, and first-value milestones
Customer experience & communication
- Serve as a knowledgeable, responsive point of contact for onboarding-related questions
- Set clear expectations with customers around timelines, next steps, and responsibilities
- Reinforce confidence in Softchoice by delivering a structured, organized, and professional onboarding experience
Continuous improvement
- Contribute to onboarding documentation, templates, and internal knowledge bases
- Participate in service improvement initiatives focused on scaling Softchoice Complete onboarding
- Support enablement of new Customer Success and Service Delivery team members on onboarding processes
Qualifications:
- 2-4 years of experience in customer facing role such as service delivery coordination, or onboarding roles
- Customer-first mindset with a focus on clarity, consistency, and execution
- Strong understanding of customer success concepts, service scope, and delivery models
- Experience working cross-functionally in a matrixed organization
- Highly organized with strong attention to detail and follow-through
- Clear, professional communication skills (written and verbal)
- Comfort managing multiple customers and onboarding workflows simultaneously
- Experience working with Power Automate, Power BI, and Salesforce are nice-to-have skills
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
- Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
- Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
- Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
- Additional Perks: Employee Assistance Program, Employee Discount Program and more!
Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for all!
If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.
Preferred QualificationsThis position is only accepting applicants already located in Costa Rica
Why WWT?
World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.
Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software, WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.
With more than 14,000 team members and over 60 locations globally, WWT's culture, grounded in core values and leadership philosophies, has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.
Want to work with highly motivated individuals on high-performance teams? Join WWT today!
What will you be doing?
As an Administrator, Customer Success Onboarding, you will play a critical, execution-focused role in ensuring customers are successfully onboarded into Softchoice Complete and other managed services offerings. You will own and coordinate onboarding activities, ensure all prerequisites and requirements are met, and help customers clearly understand their service scope, tooling, and engagement model.
Your work directly impacts time-to-value, customer confidence, service adoption, and long-term retention by setting a strong foundation during the earliest phase of the customer lifecycle.
Responsibilities:
Customer onboarding & readiness
- Own the end-to-end onboarding coordination for Softchoice Complete customers from contract signature through steady state
- Validate onboarding prerequisites including access, contacts, tooling readiness, and customer environment requirements (GDAP and CSC)
- Ensure Statements of Work (SOWs), onboarding forms, and required documentation are received, complete and filed
- Schedule, prepare, and support onboarding and kickoff calls with customers and internal stakeholders
- Ensure customers understand:
o Service scope and inclusions vs exclusions
o Engagement model and escalation paths
o Roles and responsibilities (customer vs Softchoice vs Microsoft)
o Tooling used as part of Softchoice Complete (monitoring, ticketing, reporting, governance, GDAP, CSC)
Cross-functional coordination
- Track onboarding milestones, dependencies, and risks, escalating blockers proactively
- Ensure smooth handoff from Sales to Customer Success and from onboarding into ongoing service delivery
- Partner with Renewals, Finance, and Operations to validate customer setup, billing readiness, and service activation
Skills Required
- 2-4 years of experience in a customer-facing role (service delivery coordination or onboarding)
- Customer-first mindset focused on clarity, consistency, and execution
- Strong understanding of customer success concepts, service scope, and delivery models
- Experience working cross-functionally in a matrixed organization
- Highly organized with strong attention to detail and follow-through
- Clear, professional written and verbal communication skills
- Comfort managing multiple customers and onboarding workflows simultaneously
- Applicants must already be located in Costa Rica
- Experience with Power Automate, Power BI, and Salesforce
World Wide Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about World Wide Technology and has not been reviewed or approved by World Wide Technology.
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Healthcare Strength — Health insurance is considered excellent and affordable, with bundled medical, dental, and vision coverage that reduces out-of-pocket costs. Wellness programs and an Employee Assistance Program further enhance access to care.
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Leave & Time Off Breadth — Generous paid time off grows with tenure, alongside paid sick days and holidays. Parental and military leave are also provided.
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Retirement Support — Financial benefits include profit sharing and a 401(k) with company matching, complemented by life and disability insurance and tuition reimbursement. These elements strengthen total rewards beyond base salary.
World Wide Technology Insights
What We Do
World Wide Technology is a systems integrator, provides information technology and supply chain solutions. Fueled by creativity and ideation, World Wide Technology strives to accelerate our growth and nurture future innovation. From our world class culture, to our generous benefits, to developing cutting edge technology solutions, WWT constantly works towards its mission of creating a profitable growth company that is a great place to work. We encourage our employees to embrace collaboration, get creative and think outside the box when it comes to delivering some of the most advanced technology solutions for our customers. At a glance, WWT was founded in 1990 in St. Louis, Missouri. We employ over 9,000 individuals and closed nearly $17 Billion in revenue. We have an inclusive culture and believe our core values are the key to company and employee success. WWT is proud to announce that it has been named on the FORTUNE "100 Best Places to Work For®" list for the 12th consecutive year!
Why Work With Us
Our extensive partnership with best in class technology companies, coupled with our strong culture allow for world class delivery of transformative business solutions driven by IT.
