[Hiring] Onboarding Specialist @Novi AMS

Role Description

Onboarding is where a customer’s relationship with us really begins, and we’re looking for a people-centered Onboarding Specialist to lead new customers through their onboarding journey with Novi AMS. This is a project and change management role: you will guide multiple simultaneous customers from kickoff through go-live, managing the moving parts of each project while helping customer teams navigate the change that comes with adopting new software.

You will own the customer experience across onboarding, act as a trusted advisor to customer teams, and coordinate closely with internal teams to keep every project moving. The ideal candidate combines strong project and change management skills with sharp problem-solving, a consultative mindset, empathy, facilitation ability, and a bias toward anticipating problems before they arise.

In short, you’ll pair structure with empathy, keeping projects on track while helping customers feel confident every step of the way.

Qualifications

• 2+ years of experience in customer onboarding, implementation, project management, or a comparable customer-facing role.
• Strong project management skills - able to plan, organize, and lead multiple concurrent projects with competing priorities and deadlines.
• Change management capability - experience guiding people or organizations through transitions with empathy and structure.
• Ability to lead without authority - influences and drives outcomes across customer and internal teams without relying on formal reporting lines or positional power.
• Strong problem-solving skills - diagnoses root causes and resolves issues before they escalate.
• Consultative approach - acts as a trusted advisor to customers, guiding decisions and recommending best practices rather than simply executing requests.
• Strong meeting facilitation skills - able to run focused, productive meetings that drive decisions and next steps.
• Excellent written and verbal communication skills, with the ability to explain processes clearly to non-technical audiences.
• Customer-facing experience with a service-oriented, empathetic approach.
• Strong organizational skills and attention to detail across multiple projects at once.
• Hands-on experience using AI tools to improve your work, with a willingness to experiment and learn as the technology evolves.
• Comfort learning and using software tools (e.g., Rocketlane, Tettra) to manage work and documentation.
• Ability to work both independently and collaboratively in a remote team environment.
• Authorization to work in the United States and availability to work 8 AM – 5 PM in your local time zone (Eastern, Central, Mountain, or Pacific).

Requirements

• Exceptional written communication.
• Technical curiosity and independent troubleshooting.
• Practical AI fluency.
• A creative, customer-focused mindset.
• Ownership and good judgment.
• Initiative and adaptability.
• Systems thinking.

Benefits

• Fully paid family health, dental, and vision insurance.
• Generous PTO and paid holidays.
• Family-friendly leave policies.
• 401(k) match.
• Remote-first work environment.
• Investment in professional development, certifications, and continuing education.
• A supportive team culture that values different perspectives.
• Opportunities to make an impact and contribute ideas.

Company Description

Novi AMS helps associations amplify the impact they create for their members and industries. We started in an association boardroom, and everything we build is designed with our association partners in mind.