Customer Onboarding Specialist

The Onboarding Specialist plays a critical role in ensuring Exostar customers experience a smooth, efficient, and successful transition onto our SaaS offerings—specifically Managed Microsoft 365 (MM365), Azure Virtual Desktop (AVD), and Certification Assistant solutions. This customer-facing position combines technical expertise, project coordination, communication excellence, and a strong focus on customer success.

Acting as a trusted advisor, the Onboarding Specialist is responsible for guiding new customers through the end-to-end onboarding journey. This includes gathering customer use case scenarios, providing training and workshops and ensuring configurations are successfully set up to ensure our customers can use our products to meet their business and compliance needs.

This role requires the ability to work cross-functionally across Product, Engineering, Security, Support, and Customer Success teams to coordinate technical tasks, manage timelines, and proactively remove obstacles. The ideal candidate brings deep knowledge of Microsoft 365 and AVD technologies, experience implementing compliance-driven SaaS solutions, and an innate ability to simplify complex concepts for both technical and non-technical audiences.

By delivering a structured, high-touch onboarding experience, the Onboarding Specialist accelerates customer time-to-value, strengthens long-term relationships, and contributes directly to customer satisfaction, retention, and the overall growth of Exostar’s product ecosystem.

Responsibilities:

Your day if you join us:

• Lead the end-to-end onboarding lifecycle for new customers adopting Exostar’s Managed Microsoft 365, Azure Virtual Desktop, and Certification Assistant solutions, ensuring a seamless and timely deployment experience.
• Conduct onboarding kickoff sessions, gathering customer use case scenarios, establishing success criteria, and setting clear expectations with customer stakeholders.
• Configure and validate Microsoft 365, AVD, and Certification Assistant environments, including tenant configuration, and compliance-related setup activities.
• Provide expert guidance and best practices on our product solutions, compliance frameworks, and operational procedures to support customer readiness and long-term success.
• Coordinate cross-functionally with Engineering, Product Management, Security, Support, and Customer Success to resolve issues, escalate blockers, and ensure smooth transitions between teams.
• Develop and deliver customer training and workshop sessions, documentation, and enablement materials to ensure customers understand how to effectively use Exostar’s solutions.
• Monitor onboarding success metrics, track adoption milestones, and ensure customers are prepared for handoff to Customer Success and Support teams at the conclusion of onboarding.
• Identify opportunities to enhance the onboarding process, including workflow improvements, automation suggestions, documentation updates, and customer experience enhancements.
• Act as a subject matter expert (SME) for internal teams by providing product feedback, contributing to onboarding playbooks, and supporting continuous improvement of implementation practices.

Qualifications:

You are a great fit for this role if you:

• 5 years of experience in customer onboarding, implementation, technical consulting, or IT project management within a SaaS or cloud services environment.
• Bachelor's degree in Computer Science, Information Security, Information Technology or equivalent experience 
• Strong expertise with Microsoft cloud technologies, including Microsoft 365 administration, Azure Active Directory/Entra ID, and Azure Virtual Desktop deployment/configuration.
• Familiarity with Microsoft 365 and SharePoint migration tools, including hands-on experience using ShareGate, and/or similar tools (e.g., Mover, Quest Migration Manager).
• Solid understanding of identity and access management (IAM) concepts such as SSO, MFA, conditional access, RBAC, and user lifecycle management.
• Experience supporting compliance-driven environments in regulated industries (e.g., aerospace & defense, government contracting, or other high-trust sectors).
• Proven ability to manage multiple onboarding projects simultaneously, balancing technical work, customer communication, and problem resolution.
• Exceptional communication and presentation skills, with the ability to translate complex technical concepts into clear, actionable guidance for non-technical audiences.
• Demonstrated proficiency with project planning, task prioritization, and stakeholder management.
• Strong troubleshooting and analytical skills, with the ability to diagnose configuration issues, integration challenges, and customer-reported problems.

Preferred Qualifications:

You are exactly who we are looking for if you:

• Microsoft certifications, such as MS-900, AZ-900, MD-102, MS-102, AZ-104, or specialty certifications related to Azure Virtual Desktop.
• Experience onboarding or configuring customers on compliance automation or certification platforms, ideally related to NIST 800-171, CMMC, or equivalent frameworks.
• Familiarity with Exostar products, secure collaboration tools, or identity assurance technologies.
• Experience working with cross-functional teams in a fast-paced, customer-facing SaaS environment.
• Background in IT service delivery, managed services, or technical account management.

Location: Herndon, VA Hybrid (3x/week)

Exostar - The Company: 

• Exostar’s cloud-based platforms create exclusive communities within the Aerospace and Defense, Life Sciences, and other highly regulated industries where members securely collaborate, share information, and operate compliantly. Within these communities we build trust. By analyzing community data, we provide insights and intelligence, enabling organizations to make better, timelier decisions, to mitigate risk, and operate more efficiently.
• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and flexible time off plans

Exostar is an Equal Opportunity Employment Employer.  The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information.  Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.