What are the responsibilities and job description for the Onboarding Specialist I position at M3?
M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.
Description Summary: The Onboarding Specialist I is an entry-level role responsible for coordinating and executing customer implementation projects. This position ensures a seamless transition from Sales to Implementation by managing timelines, communicating status updates, and supporting customer readiness. The Onboarding Specialist I develops foundational knowledge of onboarding processes and plays a key role in ensuring a positive customer experience through accurate execution and collaboration.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
Description Summary: The Onboarding Specialist I is an entry-level role responsible for coordinating and executing customer implementation projects. This position ensures a seamless transition from Sales to Implementation by managing timelines, communicating status updates, and supporting customer readiness. The Onboarding Specialist I develops foundational knowledge of onboarding processes and plays a key role in ensuring a positive customer experience through accurate execution and collaboration.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
- Coordinate onboarding activities and manage project timelines under the supervision of senior team members.
- Serve as the primary point of contact for customers throughout the onboarding lifecycle, providing clear communication on deliverables, timelines, and expectations.
- Assist in scheduling, documentation, and milestone tracking using project management tools.
- Collaborate with Configuration, Training, Projects and Support teams to align onboarding activities with overall project objectives.
- Identify and escalate project risks, delays, or resource needs in a timely manner.
- Contribute to the development and improvement of onboarding documentation and templates.
- Participate in continuing education opportunities to enhance product knowledge and customer support capabilities.
- Maintain clear, professional communication with internal and external stakeholders throughout the onboarding process.
- Participate in process improvement initiatives to enhance customer satisfaction and onboarding efficiency.
- Demonstrate professionalism, organization, and a customer-first mindset in all interactions.
- Maintain confidentiality regarding customer and company data.
- Other duties as assigned.
- 0–3 years of experience in customer onboarding, project coordination, or a related field.
- Bachelor’s degree in business, Accounting, Hospitality, Information Systems, or a related discipline preferred.
- Familiarity with implementation or customer success environments in SaaS or service industries preferred.
- Proficiency in Microsoft Excel and project tracking tools.
- Strong communication and time management skills.