Implementation/Onboarding Specialist

About the Role
  
Our client is seeking a highly organized, customer-focused Implementation/Onboarding Specialist to join their growing Customer Experience team. This role is responsible for managing end-to-end onboarding and implementation for new clients, with a strong emphasis on delivering a seamless, timely, and high-impact deployment experience.
The ideal candidate enjoys working closely with customers, coordinating multi-faceted implementations, and collaborating cross-functionally to ensure successful go-lives. Acting as the primary point of contact during onboarding, this individual will play a key role in shaping the early stages of the customer lifecycle and setting the foundation for long-term success.
  
Key Responsibilities

• Own the end-to-end onboarding process for new customers, from initial kickoff through to successful go-live
• Gather client requirements, configure accounts, and tailor the platform to align with customer operational workflows
• Develop and manage detailed implementation plans, including timelines, milestones, and key deliverables
• Deliver remote and/or onsite training sessions to enable customers on platform functionality, use cases, and best practices
• Track onboarding progress, proactively resolve issues, and communicate updates and milestones to both internal and external stakeholders
• Partner closely with Customer Success and Product teams to ensure a smooth transition from implementation to ongoing account management
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success to align on customer objectives, use cases, and priorities
• Capture and share customer feedback to improve onboarding processes, templates, and overall platform usability
• Contribute to the ongoing development and refinement of onboarding methodologies, playbooks, and documentation

Requirements

• 2+ years of experience in Professional Services, onboarding, or implementation roles within a SaaS or broader technology environment
• Strong project management and organizational capabilities, with the ability to manage multiple concurrent implementations
• Excellent communication and stakeholder management skills
• Comfortable leading customer-facing training sessions and driving implementation discussions
• Proficiency in Microsoft Excel, with familiarity in CRM systems and project management tools
• Advantageous: prior experience within real estate technology, property operations, or facilities management