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The Role
Lead post-implementation onboarding for complex customer accounts, conduct health checks, identify risks, and coordinate issue resolution across internal teams. Own customer escalations from initiation through resolution, develop action plans, track progress, communicate updates, document root causes and corrective actions, and recommend improvements to onboarding, implementation, support, and escalation processes.
Summary Generated by Built In
Applied Innovation is seeking a self-motivated, highly organized individual to fill a full-time opportunity in our Operations Project Management Department. The Customer Onboarding & Escalation Specialist is responsible for supporting a positive customer experience after implementation and providing structured ownership when customer issues require escalation and coordination across multiple departments. This role serves as both a proactive customer onboarding resource for large, complex, or strategic accounts and a reactive escalation owner for customer-impacting issues across the broader customer base. This is a full-time, onsite position located at 5555 Glenwood Hills Pkwy SE, Grand Rapids, MI 49512, with standard hours of Monday through Friday, 8:00 AM–5:00 PM.
Duties and Responsibilities:
Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
Education/License/Experience Requirements:
What We Offer:
Duties and Responsibilities:
- Lead structured post-implementation onboarding for large, complex, or strategic customer accounts.
- Conduct 30/60/90-day customer health checks to validate successful deployment, adoption, service readiness, and customer satisfaction.
- Identify early risks, unresolved issues, training needs, process gaps, and customer concerns before they become larger escalations.
- Coordinate with Account Management, Operations, Service, Supply Chain, Billing, Contracts and other internal teams to resolve onboarding and post-onboarding issues.
- Serve as the accountable owner for customer escalations that meet defined criteria, regardless of account size. Take ownership of issues from initial escalation through final resolution.
- Develop escalation action plans, assign owners, track progress, and maintain clear communication with internal stakeholders.
- Provide timely status updates to leadership and involved teams on active escalations, risks, barriers, and resolution progress.
- Document root cause, corrective actions, lessons learned, and process improvement opportunities following escalations.
- Maintain accurate records of onboarding activity, escalation history, customer risks, and resolution outcomes.
- Partner with leadership to identify recurring trends and recommend improvements to onboarding, implementation, support, and escalation processes.
Minimum Qualifications:
To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
- Strong verbal and written communication skills.
- Client-focused mindset with a professional and courteous approach.
- High attention to detail with strong organizational skills.
- Strong conflict resolution and negotiation skills.
- Dependable and able to manage multiple priorities.
- Ability to work effectively in a team-oriented environment as well as independently.
- Comfortable working in a fast-paced, service-driven setting.
- Proven proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
- Understanding and alignment with the organization’s core values.
Education/License/Experience Requirements:
- High School Diploma or GED required.
- 3+ years of customer service, account management, operations, or project management experience.
- Proficiency with computers and multiple software programs.
What We Offer:
- Medical, dental, and life insurance on the 31st day of employment
- Short-term disability
- Paid vacation and holidays
- Paid volunteer time
- 401(k) retirement plan with company match program
- Onsite fitness center
- Opportunities for professional growth and advancement
Skills Required
- High school diploma or GED
- 3+ years of customer service, account management, operations, or project management experience
- Strong verbal and written communication skills
- Client-focused and professional approach
- Strong attention to detail and organizational skills
- Strong conflict resolution and negotiation skills
- Ability to manage multiple priorities
- Ability to work independently and in a team-oriented environment
- Ability to work in a fast-paced, service-driven setting
- Proficiency with Microsoft Office, including Outlook, Excel, and Word
- Computer proficiency and ability to use multiple software programs
- Understanding and alignment with organizational core values
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The Company
What We Do
Applied Innovation is a family‑owned business technology provider (founded 1987) that delivers managed IT, imaging/print, automation, document workflow and security solutions. With a 500+ team across Michigan, Indiana, Ohio and Florida, the company partners with best‑in‑class vendors to simplify technology, modernize processes (including RPA and document automation), strengthen security, and help organizations run smarter, faster, and more securely for healthcare, manufacturing and other business customers.
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