Onboarding Manager

Summary

Go Icon powers resident and family engagement for senior living communities through communications, digital signage, activity management, transportation, and AI-driven insights. The Onboarding Manager will lead software implementation and customer onboarding projects, coordinating with customers, internal teams, and third-party vendors while supporting training, change management, adoption, and successful go-live activities.

Responsibilities

• Lead the successful implementation and onboarding of new customers
• Manage projects ranging from single-community implementations to complex multi-community deployments
• Partner closely with customers, internal teams, and third-party vendors to deliver an exceptional onboarding experience
• Support on-site customer onboarding, training, and go-live activities

Skills

• Proven experience managing software implementation or customer onboarding projects, preferably in the SaaS industry or supporting customers of varying sizes
• Strong project management skills with experience leading customer onboarding projects
• Exceptional communication and interpersonal skills, with a track record of building strong customer relationships
• Proven ability to design and deliver effective training programs for a variety of audiences, tailoring content to meet the needs of both technical and non-technical users
• Experience in change management and user adoption strategies across organizations of varying sizes
• Proficiency in project management tools like Jira, Salesforce, and collaboration platforms such as Slack and Gsuite
• Willingness to travel up to 20% of the time to support on-site customer onboarding, training, and go-live activities
• Bachelor's degree in Business Administration, Project Management, Computer Science, or a related field, or equivalent work experience
• Prior experience in the senior living industry, particularly with multi-site projects or implementations
• Experience with multi-community or multi-site deployments
• Relevant certifications in project management (e.g., PMP, CAPM, Agile, Scrum) or change management (e.g., Prosci)

Qualifications

Must Haves

• Proven experience managing software implementation or customer onboarding projects, preferably in the SaaS industry or supporting customers of varying sizes
• Strong project management skills with experience leading customer onboarding projects
• Exceptional communication and interpersonal skills, with a track record of building strong customer relationships
• Proven ability to design and deliver effective training programs for a variety of audiences, tailoring content to meet the needs of both technical and non-technical users
• Experience in change management and user adoption strategies across organizations of varying sizes
• Proficiency in project management tools like Jira, Salesforce, and collaboration platforms such as Slack and Gsuite
• Willingness to travel up to 20% of the time to support on-site customer onboarding, training, and go-live activities

Nice to Haves

• Bachelor's degree in Business Administration, Project Management, Computer Science, or a related field, or equivalent work experience
• Prior experience in the senior living industry, particularly with multi-site projects or implementations
• Experience with multi-community or multi-site deployments
• Relevant certifications in project management (e.g., PMP, CAPM, Agile, Scrum) or change management (e.g., Prosci)

Benefits

• Health insurance with company paid premium for employee only coverage
• FSA and HSA options available
• Company paid dental insurance for employee only coverage
• Company paid life insurance
• Company paid short- and long-term disability insurance
• A 401K plan with company match and safe harbor contribution
• Paid Time Off
• Additional ancillary benefits including Vision, Critical Illness, Voluntary Life/AD&D, and Accident