CX Success Specialist

Job Details Level: Experienced Job Location: Remote United States - Remote - United States, VA 00000 Position Type: Full Time Education Level: High School Travel Percentage: Up to 10% Job Shift: Office Job Category: Customer Experience As the Customer Experience Success Specialist, you will support the end-to-end onboarding and success of new and current Fortis customers, ensuring a seamless handoff to the Customer Experience and Sales teams. In collaboration with the Sr. Manager – CX Success, you will deliver a consistent, high-quality onboarding experience that aligns with customer segmentation, SLA models, and operational readiness. As the CX Success Specialist, you will ensure all onboarding tasks are completed accurately and on time. You will communicate proactively with internal teams to mitigate risk and help identify opportunities for process improvement. Lastly, you will serve as a customer advocate, leveraging data and feedback to enhance operational processes and improve overall customer satisfaction. Essential Duties and Responsibilities: Customer Onboarding & Coordination • Coordinate and ensure the execution and on time completion of onboarding activities. • Support the onboarding of new customer accounts by coordinating key tasks across Sales, Estimation, CX, Graphics, Prepress, and Operations teams. • Track onboarding milestones and deliverables in Smartsheet, ERP, and project management tools to ensure timely completion. • Prepare and maintain onboarding documentation, kickoff materials, and status reports. • Ensure accurate set-up of customer accounts and item configurations in relevant systems based on specifications provided. • Escalate potential risks, missed milestones, bottlenecks, or quality issues to the Sr. Manager – CX Success for resolution. Assist with completion of issue resolution plan. • Facilitate smooth transition of accounts from onboarding to the assigned CX or Sales team post-completion. • Conduct onboarding calls or virtual sessions with customers to clarify expectations and timelines. • Ensure compliance with print industry standards and customer-specific requirements. Operational Excellence & Reporting: • Maintain and update onboarding dashboards, KPIs, and progress trackers. • Support the Sr. Manager, CX Success in developing and refining standard operating procedures (SOPs) and templates for onboarding. • Contribute ideas to improve process efficiency and reduce turnaround time during onboarding. • Assist in analyzing onboarding data to identify recurring issues and propose corrective actions. • Participate in cross-functional meetings to ensure alignment of timelines, deliverables, and customer expectations. • Assist with developing and maintaining onboarding playbooks and training materials for internal teams. Customer Experience & Relationship Management: • Communicate clearly and professionally with internal and external stakeholders. • Ensure customers receive prompt and accurate information throughout onboarding transition. • Collaborate with internal teams to uphold Fortis’ customer-centric values and deliver a world-class onboarding experience. • Capture customer feedback during onboarding and share insights to drive continuous improvement. • Additional duties, as assigned. Job Objectives/Success Criteria: • Achieve on-time completion of onboarding activities. • Achieve accuracy in customer setup and documentation. • Contribute to positive customer satisfaction and feedback at onboarding completion. • Key contributor to process improvement and standardization initiatives Qualifications Requirements: Education and Experience: • High School diploma or equivalent (GED) required. • Associate’s degree preferred, or at least 2 years of equivalent experience. • Experience in customer success or onboarding of new customers in a manufacturing environment. Job Knowledge, Skills, and Abilities: • Desire and ability to deliver exceptional customer service. • Able to think proactively and creatively to identify, resolve and escalate problems as necessary. • Strong project management and time management skills. • Able to coordinate projects and tasks to achieve deadlines. • Able to collaborate and communicate cross-functionally to achieve assigned objectives. • Advanced competency in computer and software skills compatible with job responsibilities; (ie: MS Office products, CRM tools, etc.) • Exceptional written and verbal communication skills. Able to communicate clearly, concisely and professionally with customers. • Adaptable and flexible. Able to work in a demanding environment with changing requirements. Supervisory Responsibilities: • None. Training Requirements: • Willing to attend required training courses or sessions related to the job as assigned. Physical Demands: • Sitting, standing, and repetitive tasks of working at a computer. • Some light office lifting (max 25 lbs) is required. • Pass a pre-employment drug test and subject to random drug screening. Travel requirements: • This position will require some travel, up to 10% annually. Employees must be able to perform the essential functions of their position satisfactorily and, if requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, provided this does not create an undue hardship for the company. Fortis Solutions Group retains the right to change or assign other duties to this position, as needed. Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Apply tot his job