Onboarding & Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Create customer dashboards for each new client prior to and during the onboarding process, manually in Phase 1 and automatically in Phase 2.

• Conduct onboarding for approximately 10 new customers each month through calls, training sessions, and onboarding materials.

• Take ownership of each customer for the initial 28 days and foster sustainable adoption practices.

• Monitor onboarding progress in the customer success platform to ensure visibility of status and risks to the team.

• Transition each customer to their Customer Success Manager along with goals, progress updates, and any outstanding issues.

• Collaborate with Data Validation to guarantee a seamless transition of responsibilities.

• Enhance onboarding materials and delivery methods by sharing insights on what is effective and what requires improvement.

• Assist in developing a tech-touch onboarding tier and scalable onboarding processes.

⛳️ Requirements

• Proven experience in onboarding, implementing, or training customers within a B2B SaaS or software-driven context.

• Capacity to independently manage multiple customer onboarding projects at the same time.

• Proficient in converting technical product features into tangible business benefits.

• Experience in leading product demonstrations, training sessions, and structured onboarding discussions.

• Quick to learn new software and adept at navigating configuration and implementation workflows with confidence.

• Keen attention to detail when verifying data accuracy and preparing customer-facing dashboards.

• Comfortable in troubleshooting issues and collaborating with internal technical teams to find resolutions.

• Excellent written and verbal communication skills, capable of articulating complex concepts in a clear manner.

• Confidence in leading customer interactions and tailoring training to suit varying levels of technical expertise.

• A proactive, customer-centric mindset focused on helping clients achieve significant outcomes.

• Ability to manage expectations, tackle challenges, and create a positive initial impression of KeyData.

• Strong organizational abilities, effective in handling competing priorities and meeting onboarding deadlines.

• Familiarity with using CRM, customer success, or project management platforms to monitor customer progress and activities.

• Capacity to adhere to structured processes while recognizing opportunities for enhancement.

• Ownership of customer outcomes and consistent follow-through with minimal oversight.

• Experience with the KeyData platform is preferred.

• Knowledge of short-term rentals, vacation rental management, hospitality, or property technology is preferred.

• Understanding how property managers and operators utilize market data, pricing intelligence, and performance analytics for decision-making is preferred.

• Experience with business intelligence tools, analytics dashboards, or data visualization platforms is preferred.

• Ability to interpret customer data and align platform insights with operational or financial objectives is preferred.

• Experience in supporting or developing automated, self-service, or tech-touch onboarding programs is preferred.

• Familiarity with digital training resources, in-app guidance, onboarding automation, or customer education tools is preferred.

• Interest in enhancing onboarding efficiency through technology and repeatable processes is preferred.

• Experience working in a growing SaaS organization with dynamic processes and responsibilities is preferred.

• Ability to balance daily execution with the development and improvement of operational processes is preferred.

• Motivation to contribute to a more efficient, repeatable, and scalable customer onboarding function is preferred.

🏝️ Benefits

• Company-sponsored individual health and dental insurance.

• Long-term disability insurance as part of the company’s standard group plan.

• $50,000 life insurance policy.

• $200 annually towards a gym membership.

• $50/month reimbursement for Internet expenses.

• Up to $1,000/year for professional development reimbursement.

• Paid company holidays.

• Eligibility for a 401(k) retirement plan with a 3.5% employer match.

• No vesting period required for employer match.

• $75/month reimbursement for mobile phone and voice/data plans.

• Flexible paid time off (PTO) policy.