Subscriber Onboarding Coordinator

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

📋 Description

• The Subscriber Onboarding Coordinator is in charge of assisting new subscribers throughout the entire onboarding journey, from the moment the agreement is signed to the account being fully operational.

• This position serves as the primary contact for subscribers during the crucial initial weeks of their engagement.

• The Onboarding Coordinator oversees the CS-Assisted onboarding pathway — the route taken by new subscribers who prefer guided setup instead of self-onboarding.

• Typically, subscribers managing 250 or more units will utilize this pathway.

• Manage and evaluate new subscriber onboarding requests that are directed from the sales team or customer service.

• Conduct an intake call with each new subscriber to gather information about their portfolio, including unit count, property types, current software, and any existing data that needs to be migrated.

• Evaluate the subscriber’s data sources — including spreadsheets, existing property management software, and paper records — to determine the complexity and timeline for migration.

• Create a project record for the subscriber’s onboarding in the Admin Backend and assign a target go-live date.

• Clearly communicate expectations to the subscriber regarding the onboarding timeline and their responsibilities.

• Assist the subscriber in the process of exporting data from their existing system or preparing their data files for migration.

• Set up the subscriber’s complete account, including property records, unit details, unit specifics (such as appliances, fixtures, inspection schedules), staff records, owner records, vendor records, and tenant records.

• Import tenant ledger history and opening balances. Complete the Ledger Import Declaration to confirm the accuracy of imported financial data before the subscriber goes live.

• Invite all necessary participants — including staff, tenants, owners, vendors, and agents — following the appropriate invitation workflow for each portal.

• Coordinate the SAQ-A PCI compliance eSignature with every new subscriber. The Onboarding Coordinator will pre-fill the document and present it to the subscriber for review and eSignature via the Platform.

• Configure the subscriber’s settings, which include: billing cycle, payment application order, leasing fee structure, showing fee configuration, inspector fee configuration, NSF fee amount, owner reserve configuration, and merchant account assignments.

• Perform the onboarding verification checklist before any subscriber account goes live, confirming that all properties, units, tenants, and owners are accurately entered and that ledger opening balances align with the Ledger Import Declaration.

• Conduct a go-live walkthrough call with the subscriber that covers the Staff Portal, inviting participants, processing the first rent cycle, and using Grace AI.

• Monitor the subscriber’s account during the 30-day post-launch support period, addressing any data issues, configuration inquiries, or workflow gaps.

• Maintain regular contact with the subscriber during the first 30 days to ensure they feel confident and capable in their operations.

• Act as the initial point of contact for subscriber inquiries during onboarding, addressing platform questions, clarifying configuration options, and escalating technical issues to the development team.

• Utilize Grace AI within the platform to efficiently respond to common subscriber questions and demonstrate Grace’s capabilities to new subscribers in real time.

• Document any onboarding challenges, data discrepancies, or platform issues that arise during each onboarding process and report them to the CEO for product evaluation.

• Keep clear onboarding project notes in the Admin Backend so any team member can quickly understand the status of ongoing onboarding processes.

• Adhere to the onboarding workflow designed to ensure consistent, high-quality onboarding for every account, regardless of portfolio size or complexity.

• Identify opportunities to enhance the onboarding workflow and present them to the CEO with specific recommendations.

• Ensure subscriber data confidentiality at all times, recognizing that subscriber information, including tenant records, financial records, and owner details, is highly sensitive and must be managed accordingly.

⛳️ Requirements

• This position requires direct experience in property management operations. While you don’t need to be a software expert, a solid understanding of property management is essential.

• You comprehend the relationship dynamics between a property management company, its owner clients, and its tenants.

• You are knowledgeable about lease types, rent collection cycles, security deposit management, and the fundamental tenant lifecycle from application to move-out.

• You possess an understanding of property management accounting at a functional level — including the purpose of trust accounts, the deduction of management fees prior to disbursement, and the operational implications of an NSF event.

• Familiarity with at least one major property management software platform — such as AppFolio, Yardi, Buildium, RentManager, or similar — is required. Experience in migrating data from one of these platforms is a considerable advantage.

• You understand the distinctions between residential, commercial, student housing, and HOA management and can tailor your onboarding approach to different property types.

• You have exceptional organizational skills, capable of managing multiple onboarding projects at various stages simultaneously, ensuring that nothing goes unnoticed.

• Clear and professional written and verbal communication skills are necessary, as you will represent the company to new subscribers during their most crucial onboarding period.

• Attention to detail in data entry and verification is critical; even a minor discrepancy in a ledger opening balance can lead to reconciliation issues that affect the subscriber for months.

• Comfort with spreadsheets, CSV files, and data exports from other software systems is essential.

• The ability to work independently and manage your own time and project load without close supervision is required.

• A natural aptitude for teaching is important; you genuinely enjoy assisting individuals in learning a new system and have the patience to support them through their learning curve.

• Prior experience with SaaS onboarding or customer success in a software organization is preferred.

• Familiarity with eSignature platforms such as Xodo or DocuSign is beneficial.

• Experience with payment processing platforms like PaySafe, Stripe, or similar is a plus.

• Previous exposure to AI tools in a professional environment is advantageous.

🏝️ Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.

• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.

• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.

• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.

• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.