The Onboarding Client Success Specialist serves as the primary point of contact for Commercial Customer Onboarding, ensuring a seamless transition from Business Development (BD) to active customer status. This role supports the end-to-end onboarding intake process for commercial customers, acts as the main point of contact for onboarding requirements within the Client Success organization, and collaborates cross-functionally to ensure timely and accurate setup and activation.
The Onboarding Specialist helps centralize visibility and accountability while maintaining responsibility for quote activations. This role reports to the Supervisor, Client Success Proposals.
Key Accountabilities
Customer Onboarding Ownership
- Serve as the central coordinator for Commercial Customer Onboarding from intake through completion.
- Receive and triage all onboarding requests originating from Business Development (BD).
- Proactively initiate onboarding activities, timelines, and follow-ups with the New Customers group to ensure prompt customer readiness.
Customer-Facing Intake & Coordination
- Send the Customer Registration Form directly to customers and serve as their primary contact throughout the onboarding process.
- Work directly with customers to collect, clarify, and validate required onboarding information, following up as needed to resolve gaps/inconsistencies and collect additional information/documentation as required.
- Ensure onboarding requirements align with internal standards and downstream operational needs.
Process & System Management
- Ensure all onboarding requests are logged into the SharePoint Customer Onboarding list for tracking and transparency across functions.
- Maintain accuracy, completeness, and status updates within the SharePoint list.
- Support broad visibility by ensuring requests are viewable to all BD stakeholders.
Cross-Functional Collaboration & Governance
- Partner closely with CSD, New Customers, and Client Success (CS) teams, who retain edit access to onboarding records.
- Ensure smooth handoffs and alignment between BD, Operations, Contracts, and Customer-facing teams.
Quote Activation Responsibility
- Continue to execute quote activations, ensuring that onboarding completion aligns with commercial readiness.
- Confirm all onboarding requirements are met prior to or concurrently with quote activation to avoid downstream delays.
Minimum Requirements
- Bachelor’s degree in Business Administration, Human Resources, Communications, or a related field, or equivalent work experience
- 2 + years of experience in client success, onboarding, account coordination, operations, or a related role
- Proven ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment
- Strong organizational skills with high attention to detail and accuracy
- Effective verbal and written communication skills, with the ability to interact professionally with internal stakeholders and external customers
- Experience working cross-functionally and coordinating processes across multiple teams
- Proficiency in Microsoft Office Suite, particularly Excel, Outlook, and SharePoint (or similar systems)
- Ability to independently solve problem-solve, follow up on open items, and drive tasks to completion
Preferences
- Experience working in a contract research organization (CRO) or within the biotech/pharmaceutical research industry
- Familiarity with CRM systems (e.g., Salesforce) and workflow or ticketing tools
- Experience working with contract documentation, quote activation processes, or commercial operations
- Experience supporting Business Development, Sales, or Client Success teams
Critical Success Factors
- Results Driven. Internal drive toward action to efficiently, timely, and accurately achieve results. Sets high but achievable standards for self and others. Seeks opportunities to improve process and outcomes. Constantly reviews performance to identify areas to develop.
- Customer Focus. Identifies, prioritizes and anticipates customer needs and delivers relevant, value-add, solutions to meet and exceed them.
- Efficient. Takes responsibility for own time and effectiveness. Identifies what needs to be done and does it before being asked or before the situation requires it. Able to work things out without having to be shown too often. Seeks opportunities to contribute appropriately without direction.
- Communication. Able to communicate information and ideas clearly and articulately both in oral and written form. Uses appropriate language, style and methods depending on audience and the purpose of communication. Able to convey complex information clearly. Anticipates the information that others will need. Expresses ideas effectively. Practices attentive and active listening.
- Collaboration. Actively supports and contributes to the success of the team. Actively encourages and practices collaboration and cooperation on the team. Shares information and supports other team members. Can get things done with and through others and set realistic objectives. Seeks opportunities to develop others.
- Critical Thinking and Problem Solving. Able to identify and separate out the key components of problems and situations. Able to manipulate and interpret information from a range of sources to spot patterns and trends in information and to deduce cause and effect from this. Can generate a range of creative solutions, evaluate, and choose the most appropriate option
- Organization and Time Management. Plans and prioritizes work, manages time appropriately to meet deadlines, follows up with others to ensure one’s own work and commitments are completed on time, deals with pressure and deadlines through good planning.
Working Conditions & Physical Requirements
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
(The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “occasionally” means up to one-third of working time, “regularly” means between one-third and two-thirds of working time, and “frequently” means two-thirds and more of working time.)
- Work is normally performed in a typical interior office
- Prolonged periods of sitting at a desk and working on a computer
- Requires talking, standing, walking and repetitive movement of hands, fingers, reaching and lifting 10-20 pounds
- Manual dexterity to operate calculator/computer
*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person’s relevant experience and/or education level.
Inotiv is a growing contemporary drug discovery and development company where we “Play to Win” in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There’s an opportunity for everyone at all phases of a career, each individual’s unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people’s lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.
Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!
Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.
