Scotch
Senior Customer Onboarding Specialist
Denver, CO. Posted a month ago
The role
You will own the end-to-end onboarding experience for new customers from contract signing through go-live. You will manage multiple implementations by coordinating hardware setup, software configuration, and customer training.
What you will do
- Own the end-to-end customer onboarding experience.
- Deliver customer service through proactive communication and follow-through.
- Manage multiple implementations simultaneously using detailed project plans.
- Anticipate customer needs and resolve roadblocks.
- Configure and deploy Scotch's POS platform.
- Coordinate and execute hardware installations.
- Lead remote and on-site customer training.
- Troubleshoot technical and operational challenges.
- Partner with Sales, Support, Product, and Engineering.
- Identify opportunities to improve onboarding processes and documentation.
Required qualifications
- 4+ years of experience in customer onboarding, software implementation, technical account management, or a similarly high-touch, customer-facing role.
- Exceptional customer service skills.
- Outstanding organizational and project management skills.
- Excellent written and verbal communication skills.
- Demonstrated ownership and accountability.
- Exceptional attention to detail.
- Strong technical aptitude and troubleshooting skills.
- Ability to remain composed, professional, and solutions-oriented.
- Comfortable working independently in a fast-paced, evolving startup environment.
- Willingness and ability to travel regularly, including occasional overnight stays, weekend travel, and schedule adjustments.
Nice to have
- Experience with POS systems, payments technology, retail operations, or other hardware/software implementations
- Familiarity with POS hardware, including receipt printers, barcode scanners, payment terminals, and cash drawers
Benefits
- Competitive equity package
- Comprehensive medical, dental, and vision coverage
- Unlimited flexible PTO
About the company
Scotch is building an operating system for beverage alcohol retailers, combining POS, payments, back office, and e-commerce. The founding team includes leaders from Skupos and Drizly.