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Administrator, Customer Success Onboarding
Full-time
This position is only accepting applicants already located in Costa Rica
Why WWT?
World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.
Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software, WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.
With more than 14,000 team members and over 60 locations globally, WWT's culture, grounded in core values and leadership philosophies, has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.
Want to work with highly motivated individuals on high-performance teams? Join WWT today!
What will you be doing?
As an Administrator, Customer Success Onboarding, you will play a critical, execution-focused role in ensuring customers are successfully onboarded into Softchoice Complete and other managed services offerings. You will own and coordinate onboarding activities, ensure all prerequisites and requirements are met, and help customers clearly understand their service scope, tooling, and engagement model.
Your work directly impacts time-to-value, customer confidence, service adoption, and long-term retention by setting a strong foundation during the earliest phase of the customer lifecycle.
Responsibilities:
Customer onboarding & readiness
Own the end-to-end onboarding coordination for Softchoice Complete customers from contract signature through steady state
Validate onboarding prerequisites including access, contacts, tooling readiness, and customer environment requirements (GDAP and CSC)
Ensure Statements of Work (SOWs), onboarding forms, and required documentation are received, complete and filed
Schedule, prepare, and support onboarding and kickoff calls with customers and internal stakeholders
Ensure customers understand:
Service scope and inclusions vs exclusions
Engagement model and escalation paths
Roles and responsibilities (customer vs Softchoice vs Microsoft)
Tooling used as part of Softchoice Complete (monitoring, ticketing, reporting, governance, GDAP, CSC)
Cross-functional coordination
Track onboarding milestones, dependencies, and risks, escalating blockers proactively
Ensure smooth handoff from Sales to Customer Success and from onboarding into ongoing service delivery
Partner with Renewals, Finance, and Operations to validate customer setup, billing readiness, and service activation
Process execution & quality
Follow defined onboarding playbooks and checklists to ensure consistency and quality across all Softchoice Complete onboardings
Maintain accurate records in CRM and internal systems related to onboarding status, customer contacts, and service details
Identify gaps, delays, or recurring onboarding issues and provide feedback to improve onboarding processes and templates
Support onboarding metrics such as time-to-onboard, onboarding completion rate, and first-value milestones
Customer Experience & Communication
Serve as a knowledgeable, responsive point of contact for onboarding-related questions
Set clear expectations with customers around timelines, next steps, and responsibilities
Reinforce confidence in Softchoice by delivering a structured, organized, and professional onboarding experience
Continuous improvement
Contribute to onboarding documentation, templates, and internal knowledge bases
Participate in service improvement initiatives focused on scaling Softchoice Complete onboarding
Support enablement of new Customer Success and Service Delivery team members on onboarding processes
Qualifications:
2-4 years of experience in customer facing role such as service delivery coordination, or onboarding roles
Customer-first mindset with a focus on clarity, consistency, and execution
Strong understanding of customer success concepts, service scope, and delivery models
Experience working cross-functionally in a matrixed organization
Highly organized with strong attention to detail and follow-through
Clear, professional communication skills (written and verbal)
Comfort managing multiple customers and onboarding workflows simultaneously
Experience working with Power Automate, Power BI, and Salesforce are nice-to-have skills
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program
Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
Additional Perks: Employee Assistance Program, Employee Discount Program and more!
Note:
This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for all!
If you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know. The recruiter will work with you to understand your needs and help ensure an accessible experience throughout the interview process.
