About the role
Applied Innovation is seeking a self-motivated, highly organized individual to fill a full-time opportunity in our Operations Project Management Department. The Customer Onboarding & Escalation Specialist is responsible for supporting a positive customer experience after implementation and providing structured ownership when customer issues require escalation and coordination across multiple departments. This role serves as both a proactive customer onboarding resource for large, complex, or strategic accounts and a reactive escalation owner for customer-impacting issues across the broader customer base. This is a full-time, onsite position located at 5555 Glenwood Hills Pkwy SE, Grand Rapids, MI 49512, with standard hours of Monday through Friday, 8:00 AM–5:00 PM.
Duties and Responsibilities: * Lead structured post-implementation onboarding for large, complex, or strategic customer accounts. * Conduct 30/60/90-day customer health checks to validate successful deployment, adoption, service readiness, and customer satisfaction. * Identify early risks, unresolved issues, training needs, process gaps, and customer concerns before they become larger escalations. * Coordinate with Account Management, Operations, Service, Supply Chain, Billing, Contracts and other internal teams to resolve onboarding and post-onboarding issues. * Serve as the accountable owner for customer escalations that meet defined criteria, regardless of account size. Take ownership of issues from initial escalation through final resolution. * Develop escalation action plans, assign owners, track progress, and maintain clear communication with internal stakeholders. * Provide timely status updates to leadership and involved teams on active escalations, risks, barriers, and resolution progress. * Document root cause, corrective actions, lessons learned, and process improvement opportunities following escalations. * Maintain accurate records of onboarding activity, escalation history, customer risks, and resolution outcomes. * Partner with leadership to identify recurring trends and recommend improvements to onboarding, implementation, support, and escalation processes.
Minimum Qualifications: To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. * Strong verbal and written communication skills. * Client-focused mindset with a professional and courteous approach. * High attention to detail with strong organizational skills. * Strong conflict resolution and negotiation skills. * Dependable and able to manage multiple priorities. * Ability to work effectively in a team-oriented environment as well as independently. * Comfortable working in a fast-paced, service-driven setting. * Proven proficiency in Microsoft Office applications, including Outlook, Excel, and Word. * Understanding and alignment with the organization’s core values.
Education/License/Experience Requirements: * High School Diploma or GED required. * 3+ years of customer service, account management, operations, or project management experience. * Proficiency with computers and multiple software programs.
What We Offer: * Medical, dental, and life insurance on the 31st day of employment * Short-term disability * Paid vacation and holidays * Paid volunteer time * 401(k) retirement plan with company match program * Onsite fitness center * Opportunities for professional growth and advancement