Director of Onboarding and Implementation

Description Summary: ​The Director of Onboarding and Implementation is responsible for overseeing the entire customer onboarding process, from initial setup to full product usage, ensuring a smooth transition and maximizing customer satisfaction by designing, executing, and optimizing implementation strategies, often collaborating with sales, customer success, and product teams to achieve timely value realization.  

Essential Duties: 

​​The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.​ 

• Strategy Development: 
  • Develop and implement a comprehensive onboarding and implementation strategy aligned with company goals and customer needs.  
  • Establish and maintain key performance indicators (KPIs) to measure onboarding success and identify areas for improvement.  
  • Design and refine onboarding processes to streamline customer setup and accelerate time-to-value.  
• Team Management: 
  • Lead and manage a team of onboarding specialists and implementation managers.  
  • Provide coaching, mentorship, and performance feedback to team members.  
  • Allocate workload and prioritize customer implementations based on business needs.  
• Customer Engagement & Training: 
  • Conduct kickoff meetings with new customers to understand their specific requirements and goals.  
  • Deliver product demonstrations and training sessions to familiarize customers with key features and functionalities.  
  • Proactively address customer concerns and challenges during the onboarding process.  
• Process Improvement: 
  • Identify and implement process improvements to optimize the onboarding experience and reduce friction points.  
  • Regularly review onboarding materials and documentation to ensure accuracy and relevance.  
  • Collaborate with cross-functional teams (sales, product, customer success) to streamline handoffs and communication 
• Data Analysis and Reporting: 
  • Track onboarding metrics (e.g., time to first value, customer satisfaction, adoption rate) to assess performance.  
  • Analyze data to identify trends and opportunities for improvement.  
  • Generate reports for leadership to demonstrate the impact of onboarding initiatives.  
  • Conduct a Root Cause Analysis (RCA) and issue notifications and proper follow up for After Action Report (AAR) as needed.   
• Customer Escalations & Issue Resolution:
  • Proactively manage customer escalations by quickly addressing and resolving issues that impact customer satisfaction.
  • Establish clear escalation procedures and communication protocols to ensure timely resolution.
  • Analyze escalation trends to identify underlying causes, collaborating with cross-functional teams to implement corrective measures and prevent recurrence.
• Additional responsibilities as assigned 

Education/Training/Experience:  

• ​​5+​ years of experience in a directly related position. Bachelor’s Degree in ​Sales, Marketing or Business​ required, MBA preferred.  
• Background in adult education, with some Accounting experience a plus  
• Strong understanding of the company's product portfolio and its value proposition in the market required 
• Proven experience in customer onboarding and implementation management, ideally in a SaaS environment  
• Excellent communication, presentation, and interpersonal skills  
• 5+ years in Project management expertise with the ability to manage multiple projects simultaneously required 
• Data analysis skills to interpret customer feedback and identify areas for improvement  
• Ability to build strong relationships with customers and internal stakeholders  
• Leadership and team building skills to motivate and develop a high-performing onboarding team  
• Excellent oral and written communication skills in English  
• Expert knowledge of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)  
• Prior experience supervising others in a leadership capacity required   
• PMP certification a plus   

Physical Requirements:

• Ability to sit and/or stand for extended periods 
• Ability to perform work on a computer for extended periods  
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise  
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality 
• Ability to bend and lift up to 25 lbs