Premier Onboarding Manager na Granite Telecommunications, LLC

Summary:

The Premier Onboarding Manager at Granite is responsible for leading the end-to-end onboarding process for Granite’s Premier (platinum-tier) clients. This role ensures a smooth and seamless transition from sales to service activation by coordinating all aspects of implementation with internal departments and serving as the primary point of contact for new enterprise customers. Granite is looking for a highly organized, customer-focused professional who can manage complex onboarding workflows while delivering an exceptional client experience.

Responsibilities:

• Serve as the primary onboarding contact for newly signed Premier accounts, ensuring a white-glove experience throughout the setup process.
• Develop and manage detailed onboarding plans tailored to each client’s needs, including timelines, deliverables, and dependencies.
• Coordinate internally with sales, provisioning, engineering, billing, and account management teams to align resources and ensure execution.
• Schedule and lead client kickoff calls, manage expectations, and communicate regular status updates.
• Track onboarding milestones and proactively address any roadblocks or escalations.
• Ensure all account setups are fully compliant with Granite’s service standards and client-specific technical or operational requirements.
• Deliver documentation and training to clients as part of handoff to long-term account managers.
• Partner with Premier Account Managers to ensure a smooth transition into ongoing support.
• Document onboarding processes, gather feedback, and recommend improvements to enhance the client experience.

Required Qualifications:

• Bachelor’s degree or honorable discharged veteran status.
• Excellent customer service, organizational, and multitasking skills.
• Strong attention to detail and ability to manage multiple high-profile accounts simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Strong written and verbal communication skills, including the ability to present to executive-level clients.

Preferred Qualifications:

• Experience onboarding or implementing services for enterprise or Fortune 500 clients.
• Familiarity with telecom products and provisioning workflows (e.g., SIP, POTS, VoIP, MPLS).
• Previous experience in customer success, project coordination, or technical account management.
• Ability to work cross-functionally and influence without direct authority.