Onboarding & Implementation Specialist

Role overview Manage customer onboarding and implementation for a case-management software platform used by educational institutions. You will coordinate the work from requirements gathering through launch and follow-up, translating customer needs into system setup and helping teams adopt new workflows for sensitive cases.

Responsibilities - Own implementation plans, milestones, scope, and deliverables from discovery through post-launch review. - Identify customer use cases, workflows, and success measures, then translate them into configuration and setup decisions. - Coordinate data imports, integrations, and system configuration; troubleshoot issues with product, engineering, and support teams. - Manage risks and dependencies, escalate blockers early, and develop plans to protect launch timelines and outcomes. - Guide customers through process changes and adoption, and maintain clear communication with customer and internal teams. - Track readiness, project metrics, and satisfaction; use recurring challenges to improve implementation processes and share customer feedback internally.

Requirements - Two to five years of experience in implementation, onboarding, or customer success, preferably in SaaS or technology. - Strong project management skills and ability to run multiple implementations at once. - Familiarity with SaaS platforms, integrations, APIs, and data mapping. - Excellent customer communication, relationship-building, and cross-functional collaboration skills. - Careful, process-oriented approach and comfort working with distributed teams in a changing environment. - Experience supporting customers through system or process changes and guiding adoption.

Nice to have Experience with complex software implementations, education or compliance-focused organizations, project management tools, process improvement, or customer lifecycle management. Project or implementation management certification is a plus.

Benefits and work setup Health coverage begins on the first day. Benefits also include flexible paid time off, 12 weeks of paid parental leave, a monthly remote phone and internet stipend, and a broad holiday schedule. US and Canadian retirement plans provide a matching contribution of up to 4%, with immediate vesting after eligibility begins.