Manager, Client Onboarding – Implementation

Job Description

Lead and mentor a team of 5+ Onboarding Specialists, fostering accountability and top-tier client service. Spearhead the entire implementation process, from strategic planning to successful go-live execution. Act as the primary point of contact between veterinary clinics and internal teams, ensuring smooth onboarding. Set team objectives, measure success, and uphold delivery standards that align with client expectations and business goals. Guide clinics through complex transitions to our platform, providing hands-on support. Develop and refine project management processes, templates, and tools for team efficiency. Supervise training and assist the team with configuration, data imports, and integrations. Maintain transparent communication with stakeholders and client leadership. Collaborate with Product and Engineering to improve onboarding workflows and champion client needs.

Qualifications

1. Bachelor's degree or equivalent experience. 2. 4+ years managing complex software implementation projects, ideally in SaaS, with 2+ years in people management. 3. Proven ability to lead high-performing teams in a fast-paced setting. 4. Strong organizational skills to manage team capacity across concurrent client engagements. 5. Exceptional communication skills with technical and non-technical stakeholders. 6. Proficiency in project management tools and scalable process development. 7. Experience with clinics or healthcare providers is a plus. 8. Willing to travel to client sites (up to 10-15%).

Benefits

- 100% remote within the USA - Comprehensive Medical, Dental, and Vision Insurance - Automatic 401k contribution - Employee referral program - At-home office setup - Bi-annual company retreats - Open vacation policy - Equity - Monthly team events