Onboarding & Implementation Associate

Summary

LifeLoop is seeking an organized, customer-focused Onboarding & Implementation Associate to manage the end-to-end onboarding journey for new customers. The role coordinates project timelines, delivers implementation and training sessions, manages customer relationships, documents progress in Salesforce, collaborates cross-functionally, and supports product and process improvements.

Responsibilities

• Assist in leading and managing the onboarding process for new customers, overseeing project timelines and milestones, with tasks and objectives being completed on schedule
• Responsible for providing implementation and onboarding sessions to customers
• Drive customers to complete their tasks on time and correctly, ensuring they get the most value out of the onboarding experience
• Serve as the primary point of contact for customers throughout onboarding, building trust and rapport, addressing concerns, and ensuring satisfaction with the process
• Work closely with Customer Implementation Consultants, Professional Services, Product, Customer Success, Support, and Sales to ensure customer goals are met and the onboarding experience is seamless
• Provide feedback on product features and client needs to help drive product improvements and adoption
• Occasionally participate in groups and projects in other areas of the company
• Guide clients on how to use LifeLoop products, helping them build confidence in the features and functionality and maximize their investment; develop training materials and resources as needed
• Lead onboarding sessions for customers
• Track customer progress during onboarding, ensuring deliverables and milestones are met and customers stay on track toward their desired outcomes
• Manage tasks and document the work completed so Support and CSMs have a clear understanding of how to support the customer once onboarding ends
• Maintain detailed documentation for each customer's onboarding process in Salesforce, including project plans, timelines, and key milestones
• Provide regular status updates and reports to internal teams and management on onboarding projects
• Participate in the design and testing of new software features
• Work with other Onboarding and Professional Services team members and your Director to continually iterate on and improve the onboarding and implementation process
• Gather customer feedback throughout onboarding and report common pain points or enhancement opportunities to Product and Customer Success
• Use strong self-drive and judgment to determine what needs to happen to help each customer succeed
• Comfortable utilizing AI tools, such as ChatGPT and Claude, for the benefit of the Onboarding and Professional Services department

Skills

• * Some experience managing customer onboarding projects for software solutions or technical implementations
• * Excellent communication skills, both written and verbal
• * Ability to build relationships and collaborate cross-functionally
• * Problem-solving mindset with a focus on resolving issues efficiently
• * Detail-oriented, organized, and self-directed, with strong time management and follow-through
• * Customer-centric approach with a genuine passion for delivering exceptional customer experiences
• * Candidate will sit for internal LifeLoop certification within 90 days of employment
• * Ability to demonstrate skills using AI solutions to develop, enhance, and progress the OPS department
• * Travel required: approximately 20%, may fluctuate upwards of 30%
• * Able to lift up to 50 pounds
• * Ability to stand for up to 5 hours at a time
• * Ability and willingness to drive for 4+ hours to an on-site training location
• * Bachelor's degree; emphasis in gerontology, education, communications, recreation, or therapy a plus
• * Experience in the Senior Living industry
• * Experience in SaaS or other software-based industries
• * Experience working with customers across various industries (e.g., finance, healthcare, education)
• * Experience with project management tools and CRM systems (Salesforce)

Qualifications

Must Haves

• * Some experience managing customer onboarding projects for software solutions or technical implementations
• * Excellent communication skills, both written and verbal
• * Ability to build relationships and collaborate cross-functionally
• * Problem-solving mindset with a focus on resolving issues efficiently
• * Detail-oriented, organized, and self-directed, with strong time management and follow-through
• * Customer-centric approach with a genuine passion for delivering exceptional customer experiences
• * Candidate will sit for internal LifeLoop certification within 90 days of employment
• * Ability to demonstrate skills using AI solutions to develop, enhance, and progress the OPS department
• * Travel required: approximately 20%, may fluctuate upwards of 30%
• * Able to lift up to 50 pounds
• * Ability to stand for up to 5 hours at a time
• * Ability and willingness to drive for 4+ hours to an on-site training location

Nice to Haves

• * Bachelor's degree; emphasis in gerontology, education, communications, recreation, or therapy a plus
• * Experience in the Senior Living industry
• * Experience in SaaS or other software-based industries
• * Experience working with customers across various industries (e.g., finance, healthcare, education)
• * Experience with project management tools and CRM systems (Salesforce)