[Hiring] Onboarding Specialist @LeagueApps

Role Description

The Onboarding Specialist will be the first point of contact for new LeagueApps partners, guiding them through the full activation process to ensure they find value in our platform quickly and confidently. In this role, you will manage all phases of partner onboarding—from initial kickoff calls through site implementation and platform training—across a diverse portfolio of new accounts. You will be responsible for driving strong activation rates across your book of business while maintaining an efficient and consistent approach to every partner launch. Your ability to build trust, set clear expectations, and keep onboardings on track will be the key to your success in this role.

• Manage all phases of partner onboarding, launch, and activation across your assigned portfolio, including:
• Initial Kickoff Calls
• Program Setup through all year one programming
• Site Implementations
• Platform Training Sessions
• Conduct 45–60 minute 1:1 training sessions with new partners, guiding them through platform setup and the full capabilities of the platform.
• Maintain an active book of business of onboarding partners, managing multiple launches simultaneously with consistency and care.
• Drive strong activation rates of new partner EARR sold through timely, consistent follow-up and proactive partner engagement.
• Complete internal pre-kickoff preparation, including reviewing Salesforce Launch Handoffs, confirming gateway setup, and building partner-specific onboarding decks.
• Perform consistent follow-up with partners every 3 business days and acknowledge all partner communications within 24 business hours.
• Triage and route partner issues appropriately—escalating troubleshooting, member management, and gateway items to the Support team via warm handoffs.
• Spot-check partner accounts in the LeagueApps management console and Salesforce to confirm accuracy of rates, org details, and launch status.
• Maintain accurate records in Salesforce and Gainsight, keeping all launch details and session notes up to date.
• Prioritize your book of business strategically, allocating time based on partner EARR, responsiveness, and estimated transacting start date.
• Set clear boundaries with partners around scheduling, scope of work, and timelines to ensure efficient onboarding and protect your capacity.
• Collaborate with Sales Consultants on smooth handoffs and loop in your manager when partner escalations or boundary issues arise.
• Be the face of LeagueApps to new partners during their critical first weeks on the platform!

Qualifications

• 2+ years of experience in a customer-facing role such as onboarding, customer success, account management, or technical support, ideally at a SaaS company.
• Strong communicator with the ability to clearly explain platform concepts and processes to non-technical audiences.
• Highly organized and self-motivated, with excellent time management skills and the ability to manage a high-volume workload independently.
• Comfortable with ambiguity and quick to learn new tools and processes in a fast-paced environment.
• A natural relationship-builder who creates trust quickly and follows through on commitments.
• Detail-oriented, with a proven ability to manage multiple projects and deadlines simultaneously without letting things fall through the cracks.
• Resourceful and solutions-oriented—you assess issues before escalating and find ways to assist partners efficiently.
• Comfortable using tools such as Salesforce, Zendesk, Zoom, Gmail, and Gainsight (or willing to learn quickly).
• Passionate about youth and professional sports and energized by the mission of bringing sports access to all kids and communities.

Compensation & Benefits

• Base Salary Band: $62,014–$93,021
• Health Benefits: Medical, Dental, Vision coverage, HSA
• Commuter Benefits
• Home-Office Stipend
• Sports Leagues subsidies for employees and their children
• Cell phone and gym subsidies
• Mental Health Resources; Talk Space
• Social impact opportunities through our FundPlay initiative that includes events, volunteering and grant-making