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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing onboarding projects for SMB customers, ensuring effective system configuration, user training, and ongoing support. Proficient in utilizing CRM software and project management tools to track progress and drive customer success.
Highest-signal resume keywords
Customer-Facing ExperienceOnboarding Project ManagementSaaS ImplementationCRM Software ProficiencyCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Onboarding ManagementSoftware ImplementationProject ManagementData AnalysisCustomer Retention Strategies
Soft Skills
Organizational SkillsPresentation SkillsProblem-Solving SkillsAdaptability
Tools & Technologies
CRM SoftwareProject Management Software
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
SaaSTechnologyHealthcareSenior Living Software
About the role
Key responsibilities & impact- Lead the end-to-end onboarding experience for SMB customers, including project kickoff, system configuration, user training, and go-live support
- Manage a portfolio of concurrent onboarding projects, keeping customers on track against defined milestones and timelines
- Flex to support lower mid-market accounts or teammates’ portfolios as business needs and team capacity require
- Conduct re-trainings for existing SMB customers as needed, ensuring continued product adoption and proficiency
- Support ownership transitions for SMB accounts, ensuring a seamless handoff that protects customer health and continuity
- Identify and drive upsell opportunities within the customer portfolio, partnering with Sales and Customer Success to expand product usage and ARR
- Serve as the primary point of contact during implementation via phone, email, and video
- Identify and escalate churn risks early, implementing mitigation strategies to protect customer retention
- Maintain accurate CRM records, tracking account status, project progress, and customer interactions
- Generate product and service reports by analyzing customer data to surface actionable insights
- Collaborate with Sales, Customer Success, Support, and Product teams to deliver seamless transitions and resolve customer issues
- Share learnings and best practices with teammates to support continuous improvement
Requirements
What you’ll need- Bachelor’s degree required
- 5+ years of customer-facing experience in a SaaS, technology, or healthcare environment
- 3+ years of experience implementing software or web-based platforms
- 2+ years of experience managing people
- Strong organizational, presentation, and communication skills
- Experience working with project management or CRM software
- A genuine passion for helping people solve real-world problems
- Comfortable operating in a dynamic environment where priorities and account assignments may shift based on team needs
- Experience with senior living or healthcare software is a bonus
- Ability to travel up to ~25% based on customer demand