Customer Onboarding Specialist II

BCM One is searching for an Onboarding Specialist II to support our Whitelabel (UCaaS) business. This role will work with new and existing Channel Partners to onboarding them to our platform, and train new users that are joining an existing service. This role will also intersect with internal team members to resolve technical and clerical issues as needed. An Onboarding Specialist is passionate about enabling our partners to be the most successful users and effective resellers they can be. The right candidate for this role will have excellent project management skills, a passion for software, be technically inclined, and have a strong background in customer service.

Work Locations:

This position can work remotely within the US, ideally within the Pacific time zone. This role must be based in the United States, it is not eligible for relocation assistance or sponsorship.

Hours:
8am to 5pm Pacific

Travel:

Approximately 10% within the US annually

What You Will Do:

• Manage partner onboarding from kickoff through launch, coordinating milestones, deliverables, communication, and issue resolution.
  
• Lead onboarding meetings, product demonstrations, and training to help partners successfully adopt the SkySwitch platform and best practices.
  
• Partner with internal teams to resolve technical, implementation, support, and knowledge gaps that may impact partner success.
  
• Develop and maintain training materials, job aids, onboarding documentation, learning schedules, and participant records.
  
• Identify opportunities to improve onboarding processes, training effectiveness, partner readiness, and the overall partner experience.
  
• Maintain current product and industry knowledge and perform other duties as assigned.
  

What You Will Need:

• 4+ years of experience in customer service, telecommunications, VoIP, SIP, UCaaS, onboarding, implementation, training, or customer success, including 2+ years supporting or troubleshooting telecom services.
  
• Working knowledge of network telephony, IP routing, IP addressing, IP PBX, and VoIP technologies.
  
• Strong communication and presentation skills, with the ability to explain technical concepts to both technical and nontechnical audiences.
  
• Strong customer service, problem-solving, organizational, and project-management skills with the ability to manage multiple priorities.
  
• Proficiency with Microsoft 365 and project-management tools, with strong attention to detail and documentation skills.
  
• Self-starter who can work independently while collaborating effectively across internal teams.

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One:

We are committed to creating an environment that fosters accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries
  
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
  
• FMLA

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.