Onboarding Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time

Experience: 2+ years in customer onboarding, implementation, project management, or a comparable customer-facing role

Schedule: 8:00 AM – 5:00 PM local time (Eastern, Central, Mountain, or Pacific Time)

Core Areas: Customer Onboarding, SaaS Implementation, Project Management, Change Management, Customer Enablement, Software Adoption, Rocketlane, Cross-Functional Coordination

Compensation: Starting at $65,000 annually, with potential adjustments based on experience and qualifications

About the Role

This opportunity is for an Onboarding Specialist responsible for guiding new customers through the complete software onboarding lifecycle, from initial kickoff through successful go-live. The position combines customer onboarding, implementation project management, and organizational change management, with ownership of multiple concurrent customer projects, timelines, milestones, deliverables, and the overall onboarding experience.

The role involves helping association and membership-based organization customers adopt association management software, navigate configuration decisions, and develop confidence using new technology. Responsibilities include building project plans in Rocketlane, facilitating customer meetings, delivering software training, resolving implementation challenges, and coordinating with Sales, Data, Content Migration, Support, and Customer Success teams. Success requires a consultative approach, strong project ownership, practical AI proficiency, and the ability to balance structured execution with customer needs.

What You'll Do

• Lead multiple customer onboarding and software implementation projects simultaneously, managing each engagement from kickoff through go-live.
• Own project scope, schedules, milestones, deliverables, dependencies, and customer onboarding outcomes.
• Serve as the primary customer contact and trusted advisor throughout the onboarding process.
• Develop and maintain detailed implementation plans in Rocketlane, monitoring project progress, risks, and dependencies across concurrent engagements.
• Facilitate project kickoff meetings, status reviews, and milestone discussions with clear agendas, documented decisions, and actionable next steps.
• Identify potential implementation obstacles early, troubleshoot issues, and coordinate resolutions before they affect project deadlines or customer experience.
• Use AI tools to prepare for meetings, summarize discussions, draft customer communications, and organize project information while independently reviewing output for accuracy.

• Guide customer teams through the operational and organizational changes associated with adopting new software.
• Translate customer objectives into structured onboarding plans, defining implementation expectations, stakeholder responsibilities, and required changes.
• Support software adoption by coaching customer teams, addressing resistance or uncertainty, and building stakeholder alignment.
• Provide consultative recommendations on software configuration, operational processes, and implementation best practices.
• Deliver software training to new customers, helping users develop the knowledge and confidence required to operate independently after onboarding.
• Help customers evaluate implementation options and make informed decisions about system configuration and business processes.

• Coordinate the transition from Sales into customer onboarding at project kickoff and the handoff to Support and Customer Success at go-live.
• Partner with Data, Content Migration, Support, and other internal teams to manage implementation dependencies and maintain project momentum.
• Communicate customer requirements, implementation risks, project updates, and dependencies to relevant internal stakeholders.
• Collaborate across departments on additional projects and operational initiatives when needed.
• Capture customer feedback, product improvement opportunities, and feature requests identified during onboarding and share them with the appropriate teams.

• Maintain accurate, current onboarding project records in Rocketlane and knowledge documentation in Tettra.
• Update relevant implementation documentation, customer onboarding materials, and internal project information.
• Document project lessons, process improvements, and recurring implementation challenges to strengthen shared team knowledge.
• Contribute to improvements in customer onboarding playbooks, templates, procedures, and operational standards.

• Provide customer support coverage during weekly Support team meetings.
• Assist with additional or backup Support coverage when requested or operationally necessary.
• Help maintain a consistent customer experience across onboarding, implementation, and ongoing support interactions.

• Participate in weekly Onboarding Specialist meetings focused on professional development, skill-building, and process improvement.
• Apply new project management, change management, meeting facilitation, and communication methods to active onboarding engagements.
• Identify opportunities to strengthen onboarding processes, improve customer experiences, and develop project and change leadership capabilities.

Qualifications

Required Experience

• At least 2 years of professional experience in customer onboarding, software implementation, project management, or a comparable customer-facing role.
• Experience organizing and managing multiple simultaneous projects with competing priorities, milestones, and deadlines.
• Experience supporting customers through operational changes, technology adoption, or organizational transitions.
• Customer-facing experience requiring a consultative, service-oriented approach and effective management of stakeholder expectations.
• Hands-on experience using AI tools to support research, problem-solving, communication, or workflow improvement.

Required Skills

• Customer Onboarding & Implementation: Ability to guide customers through structured onboarding processes, coordinate implementation activities, and support successful transitions to new software.
• Project Management: Strong capabilities in project planning, scheduling, milestone tracking, risk identification, dependency management, and concurrent project execution.
• Change Management: Ability to guide individuals and organizations through change with clear expectations, structured communication, empathy, and stakeholder engagement.
• Consultative Customer Guidance: Ability to understand customer objectives, recommend best practices, evaluate alternative solutions, and help stakeholders make informed decisions.
• Meeting Facilitation: Ability to lead effective kickoff meetings, customer workshops, status discussions, and project reviews that produce clear decisions and follow-up actions.
• Technical Troubleshooting: Strong analytical curiosity and independent problem-solving skills, including root-cause investigation, use of available technical resources, and appropriate escalation.
• AI Tool Proficiency: Practical ability to use AI applications for research, workflow optimization, meeting preparation, and communication while evaluating accuracy and applying independent judgment.
• Software & Documentation Tools: Ability to learn and use project management and knowledge management platforms such as Rocketlane and Tettra to coordinate projects and maintain reliable documentation.
• Stakeholder Coordination: Ability to influence outcomes without formal authority, align customer and internal teams, communicate dependencies, and maintain accountability across functional groups.
• Written & Verbal Communication: Excellent ability to explain technical concepts and business processes clearly to nontechnical audiences, adapt messaging to different stakeholders, and produce useful project communications.
• Customer-Focused Problem-Solving: Ability to understand underlying customer needs, explore practical alternatives, anticipate challenges, and provide solutions that improve customer understanding and confidence.
• Organization & Ownership: Strong attention to detail, independent prioritization, sound judgment, proactive follow-through, and the ability to balance thoroughness with efficiency.
• Adaptability & Initiative: Willingness to test improved approaches, incorporate feedback, adapt to changing requirements, and challenge ineffective processes constructively.
• Systems Thinking: Ability to identify recurring onboarding patterns, connect information across projects, and recommend improvements that prevent repeated problems.
• Remote Collaboration: Ability to work independently and collaboratively within a distributed team.
• Work Authorization & Availability: Must be authorized to work in the United States and available from 8:00 AM to 5:00 PM in the applicable Eastern, Central, Mountain, or Pacific time zone.

Preferred Qualifications

• Strongly Preferred: Experience using Novi AMS association management software.
• Experience with SaaS customer onboarding, software implementation, or customer success.
• Familiarity with associations, nonprofit organizations, or membership-based organizations.
• Formal project management or change management training or certifications, such as CAPM, PMP, or Prosci.
• Experience with project management platforms such as Asana, Monday.com, Wrike, or comparable tools.
• Training in professional meeting facilitation, crucial conversations, or negotiation.

Benefits

• Fully paid family health, dental, and vision insurance.
• Generous paid time off and paid holidays.
• Family-friendly leave policies.
• 401(k) retirement plan with employer matching contributions.
• Remote work from a home office anywhere in the United States, with equipment and support provided.
• Professional development opportunities, including certifications and continuing education.
• Opportunities to expand responsibilities, develop new capabilities, and advance professionally.
• Collaborative remote working environment that encourages knowledge sharing, continuous improvement, and employee input into customer experience and product improvements.