Onboarding Manager

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

📋 Description

• Take charge of the onboarding process for newly contracted properties, regional expansions, and portfolio acquisitions from the sales handoff through the initial 90 days post-launch.

• Develop implementation plans, establish milestone schedules, and organize kickoff meetings with regional VPs, Asset Managers, and onsite Community Managers.

• Oversee technical setup, data migration, and integrations with Yardi, RealPage, Entrata, ResMan, and AppFolio.

• Confirm that community profiles and property access credentials are correctly established prior to going live.

• Conduct virtual and onsite training sessions for Regional Managers, Property Managers, Leasing Consultants, and Maintenance teams.

• Act as the main contact and escalation point throughout the 90-day onboarding period; identify and resolve implementation challenges.

• Cultivate relationships with property operations and asset management stakeholders by linking the platform to NOI, occupancy, and resident retention metrics.

• Execute implementation reviews and post-launch health checks to enhance adoption and pinpoint churn risks.

• Monitor SLA compliance, setup turnaround, CSAT, and early adoption, responding to warning signs appropriately.

• Manage sales-to-onboarding transitions and coordinate with Field Operations, Logistics, and Support to ensure property readiness.

• Relay client feedback, feature requests, and bug escalations to the Product and Engineering teams.

• Keep Salesforce and project-tool data updated for accurate portfolio reporting.

• Create SOPs, playbooks, launch checklists, client-facing onboarding materials, and training guides.

• Lead workflow automation projects in Salesforce, project management tools, and ticketing systems in collaboration with Revenue Operations.

• Function as the onboarding subject matter expert and share best practices with the Client Success team.

⛳️ Requirements

• 3–5 years of experience in client onboarding or implementation within a B2B SaaS or tech-enabled services organization.

• Proven history of managing enterprise or multi-location rollouts from handoff to adoption, including the creation of playbooks and SOPs.

• Experience in coordinating software integrations or data migrations in collaboration with clients and technical teams.

• Capability to oversee multiple rollouts concurrently while ensuring quality and utilizing data to identify and rectify issues.

• Strong communication skills, including the ability to present to executives and convey complex workflows to non-technical personnel.

• Comfortable working in ambiguous situations and adapting to changing tools.

• Practical experience with CRM, project management, and support platforms such as Salesforce, Gong, and Kustomer.

• Experience in multifamily real estate, property management systems, Salesforce Flow or custom intake forms, along with a bachelor’s degree is preferred but not mandatory.

🏝️ Benefits

• Competitive base salary with potential for performance-based bonuses.

• Flexible work schedule with the opportunity to work remotely.

• Comprehensive benefits package including medical, dental, and vision insurance coverage.

• 401(k) retirement plan.

• Unlimited vacation policy.