Team: Customer Success
Location: Hybrid – Amman, Jordan (Estarta HQ)
Reports To: Customer Success Leadership
Work Schedule
- Working Days: Monday to Friday
- Shifts: US Time Zone & Calendar
- Shift Options: Two shifts available between 3:00 PM and 3:00 AM
About Estarta
Estarta is a global professional services and technology organization supporting enterprise clients across multiple industries. We deliver customer success, operational excellence, and technology-enabled solutions for international markets, helping organizations scale efficiently while maintaining high-quality customer experiences.
At Estarta, we are driven by accountability, collaboration, and continuous improvement. Our teams work in dynamic environments, supporting global customers and delivering measurable value throughout the customer lifecycle.
About the Customer Onboarding Team
The Customer Onboarding team plays a critical role in ensuring long-term customer success. The team partners with customers after the sales handover to guide them through the implementation and adoption of software solutions and services.
Customer Onboarding Associates act as trusted partners during this transition, combining customer advocacy, coordination, and product knowledge to ensure customers achieve value quickly, efficiently, and sustainably.
Role Overview
The Customer Onboarding Associate is responsible for leading customers through a structured and successful onboarding and implementation journey. This role balances efficiency, quality, and customer satisfaction while managing multiple onboarding engagements simultaneously.
The position requires strong organizational skills, excellent communication, and the ability to collaborate closely with internal teams while supporting customers as they integrate new solutions into their daily operations.
Key Responsibilities
Customer Experience & Partnership
- Deliver a professional and positive onboarding experience through clear, timely, and effective communication
- Build strong, trusted relationships with customers and act as their primary point of contact during onboarding
- Understand customer goals, business needs, and success criteria to tailor onboarding activities accordingly
Onboarding & Project Coordination
- Manage multiple onboarding engagements from kickoff through completion
- Coordinate timelines, tasks, and milestones to ensure successful implementations
- Track progress, document activities, and maintain accurate records in CRM and internal systems
Time-to-Value & Risk Management
- Support customers in achieving go-live readiness within defined onboarding timelines
- Balance quality and efficiency based on solution complexity and services provided
- Identify potential risks or delays early and collaborate with customers and internal teams to resolve issues proactively
Required Qualifications
- 2+ years of experience in customer service, onboarding, implementation, training, or customer success
- Experience working in a SaaS or technology-enabled environment
- Strong organizational and time management skills with the ability to manage multiple priorities
- Excellent written and verbal communication skills
- Experience using CRM platforms such as Salesforce and standard productivity tools
- High standards of integrity, accountability, and attention to detail
Preferred Qualifications
- Experience supporting customers in healthcare, technology, or regulated industries
- Experience with software onboarding, implementation, or customer enablement
- Background in managing implementations across multiple stakeholders or teams
