Onboarding Specialist, Service Assurance (Chennai, IN)

Onboarding Specialist, Service Assurance
ROLE DESCRIPTION SUMMARY
The Onboarding Specialist is responsible for ensuring the seamless integration of new products and services into the Operations Centers of Customer Operations. This role supports operational readiness, optimization, and transformation efforts for new customers by coordinating onboarding activities, validating data accuracy, and facilitating cross-functional collaboration. The Onboarding Specialist will work closely with Service Assurance teams-including Change Management, Tools, and Continuous Service Improvement-as well as Customer Service Managers, Sales and Solutions Engineering, Gateway and Ground Operations, and other departments. The role also includes leading kickoff meetings, managing operational handoffs, and identifying training needs to ensure a successful transition into steady-state operations.
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.
COMPETENCIES
• Project & Operational Coordination: Strong ability to manage onboarding timelines, tasks, and dependencies across multiple teams, with a solid understanding of service delivery envi-ronments and operational workflows within Customer Operations.• Communication & Stakeholder Engagement: Excellent verbal and written communication skills, with the interpersonal ability to engage stakeholders, gather input, and incorporate feed-back across internal and external teams.• Collaboration & Customer Focus: Proven ability to work cross-functionally with diverse de-partments, maintaining a customer-centric approach to ensure onboarding success and satis-faction.• Process & Training Insight: Skilled in identifying training needs, supporting training coordina-tion, and ensuring process and procedure documentation is accurate, complete, and aligned with operational standards.• Adaptability & Problem Solving: Comfortable working in dynamic environments with evolving priorities, proactively identifying and resolving onboarding challenges while adhering to ITIL principles.
QUALIFICATIONS & EXPERIENCE
• Bachelor's degree in Business, Communications, Information Systems, or a related field• 4+ 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)
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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