[Hiring] Onboarding Specialist @LeagueApps

Role Description

The Onboarding Specialist owns each new partner’s Year 1 onboarding experience, picking up from Sales and 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 the kickoff call through transacting, platform training, and activation of every planned Year 1 expected program—across a diverse portfolio of new accounts. A partner’s first program launch is a major milestone, but onboarding is complete only when every planned Year 1 program is closed and the partner graduates to their long-term LeagueApps team. 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 Builds and Activations
• Platform Training Sessions and Enablement
• Handoff Calls
• Conduct 45–60 minute 1:1 training sessions with new partners, guiding them through platform setup and the capabilities most relevant to their organization, from core features to newer functionality being released.
• 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, including continued monitoring of upcoming Year 1 launches after a partner begins transacting.
• Keep every planned Year 1 program current in Gainsight, updating timing and status as partner plans change and closing each as won or lost.
• 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 and never end a call with an unactivated partner without the next meeting scheduled.
• 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 Gainsight to confirm accuracy of rates, org details, and launch status.
• Maintain accurate records in Gainsight, keeping all launch details, ongoing programs, onboarding CTAs, 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.
• Partner with the CSM, who joins kickoff and supports escalations for accounts at $10K and above, and route Year 1 commercial conversations back to the seller.
• Confirm handoff readiness before any transition.
• Schedule and lead the handoff call, preparing the receiving CSM, Account Manager, or Support team with partner history, call recordings, wins, risks, and open items.
• For accounts under $10K, send the graduation follow-up and introduce LeagueApps Support as the partner’s primary resource.
• Be the face of LeagueApps to new partners throughout their first year 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 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.
• Comfortable owning a longer partner lifecycle, from kickoff through Year 1 programming, with structured handoffs to CSMs, Account Managers, and Support.
• Likes—and needs—to win.

Compensation & Benefits

• Base Salary Band: $62,000 - $93,000
• Health Benefits: Medical, Dental, Vision coverage
• Commuter Benefits (if you commute to the NY Office)
• 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 and volunteering