CX Success Specialist

Remote Customer Experience Rockstar who lives and breathes exceptional service. If you love helping people, solving problems, and creating memorable customer moments, this role is for you. Ideal candidates will have at least 1 year of experience planning and executing onboarding of new customer accounts within a manufacturing environment, along with strong project management, collaboration and communication skills.

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. You will communicate proactively with internal teams to mitigate risk and help identify opportunities for process improvement.

You will serve as a customer advocate, leveraging data and feedback to enhance operational processes and improve overall customer satisfaction.

• Coordinate and ensure execution and on‑time completion of onboarding activities.
• Support 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.

• 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.

• 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.

• 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.

• High School diploma or equivalent (GED) required.
• Associate’s degree preferred, and at least 2 years of equivalent experience.
• Experience in customer success or onboarding of new customers in a manufacturing environment.

• Desire and ability to deliver exceptional customer service.
• Able to think proactively and creatively to identify, resolve and elevate 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…