Applied Innovation

Provides technology, imaging, and automation solutions

Customer Onboarding and Escalation Specialist

Customer SuccessPosted on Nov 12

Full-timeGrand Rapids, MI, USANo salary listed

About the Job

Requirements

Strong verbal and written communication skills.
A client-focused mindset and a professional, courteous approach.
High attention to detail and strong organizational skills.
Strong conflict resolution and negotiation skills.
Ability to manage multiple priorities reliably.
Ability to work effectively both in a team-oriented environment and independently.
Comfort working in a fast-paced, service-driven setting.
Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
Understanding of and alignment with the organization’s core values.
High school diploma or GED.
At least three years of customer service, account management, operations, or project management experience.
Proficiency with computers and multiple software programs.

Responsibilities

Lead structured post-implementation onboarding for large, complex, or strategic customer accounts.
Conduct 30-, 60-, and 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.
Own customer escalations that meet defined criteria, regardless of account size, 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 about active escalations, risks, barriers, and resolution progress.
Document root causes, 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.

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

About the Company

Applied Innovation

Provides technology, imaging, and automation solutions

What Applied Innovation does: It helps organizations grow by delivering technology, imaging, and automation solutions across office and cloud environments, powered by a team of 500+ professionals and strong technology partnerships. How its products work: The company offers a suite of services and solutions implemented by its experts, available on-site, in the cloud, or in hybrid setups, using imaging and automation tools to improve business processes. How it stands out from competitors: It combines a regional footprint (Michigan, Indiana, Ohio, Florida) with three decades of experience, a dedicated Customer Loyalty Center, and a large team of specialists to provide hands-on support and long-term partnerships. What its goal is: To be a trusted partner that helps organizations run more efficiently and grow by applying technology, imaging, and automation across their operations.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Grand Rapids, MI
Founded: 1987

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