Onboarding Specialist

• Lead, coach, and develop a team of Customer Onboarding Specialists responsible for coordinating, training, and preparing customer databases for successful go-live
• Drive speed-to-live and speed-to-value by owning processes, timelines, workflows, and accountability structures for SMB and mid-market customers
• Apply project management discipline across onboarding and training engagements through plans, milestones, communication, risk management, and on-time delivery
• Oversee retrains, ownership transition retrains, new database builds, product add-on training, and new location training
• Build an expansion-minded team culture and identify upsell, cross-sell, and better-fit opportunities with Sales and Customer Success
• Build and improve onboarding processes, playbooks, workflows, and standards
• Define, track, and report metrics including time-to-live, SLAs, KPIs, CSAT, and upsell conversion
• Own the customer-facing OnRamp experience, including content, templates, workflows, milestones, and reporting
• Evaluate the OnRamp customer journey, identify friction points, test improvements, and partner with the OnRamp team on changes
• Ensure OnRamp is the team’s single source of truth and drive consistent adoption
• Monitor customer health, identify risks early, and intervene proactively
• Serve as an escalation point for complex or at-risk engagements
• Equip the team with tools, training, resources, and customized remote/onsite training packages
• Lead change management for new processes, tools, and workflows
• Partner with the Enterprise Implementation Manager and collaborate with Sales, Customer Success, Customer Support, Pharmacy, Compliance, and Product
• Hire and develop team members while fostering accountability, professional growth, and continuous improvement
• Develop product and industry expertise to serve customers and identify expansion opportunities
• Ensure compliance and security requirements, including HIPAA, are followed

Customer Onboarding Manager

• 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