[Hiring] Onboarding & Implementation Associate @Lifeloop

Role Description

We are seeking a highly organized, customer-focused Onboarding & Implementation Associate to own the end-to-end onboarding journey for new LifeLoop customers — from project planning and stakeholder communication through hands-on implementation. This role blends the coordination and reporting discipline of project management with the hands-on, customer-facing work of driving implementation tasks to completion.

• Manage single community rollouts, working closely with Customer Implementation Consultants, Project Managers, the Professional Services department, Product, Customer Success, Support, and Sales to deliver a seamless, successful onboarding experience.

Qualifications

• Some experience managing customer onboarding projects for software solutions or technical implementations.
• Excellent communication skills, both written and verbal.
• Ability to build relationships and collaborate cross-functionally.
• Problem-solving mindset with a focus on resolving issues efficiently.
• Detail-oriented, organized, and self-directed, with strong time management and follow-through.
• Customer-centric approach with a genuine passion for delivering exceptional customer experiences.
• Candidate will sit for internal LifeLoop certification within 90 days of employment.
• Ability to demonstrate skills using AI solutions to develop, enhance, and progress the OPS department.

Requirements

• Assist in leading and managing the onboarding process for new customers, overseeing project timelines and milestones, with tasks and objectives being completed on schedule.
• Responsible for providing implementation and onboarding sessions to customers.
• Drive customers to complete their tasks on time and correctly, ensuring they get the most value out of the onboarding experience.
• Serve as the primary point of contact for customers throughout onboarding, building trust and rapport, addressing concerns, and ensuring satisfaction with the process.
• Work closely with Customer Implementation Consultants, Professional Services, Product, Customer Success, Support, and Sales to ensure customer goals are met and the onboarding experience is seamless.
• Provide feedback on product features and client needs to help drive product improvements and adoption.
• Occasionally participate in groups and projects in other areas of the company.
• Guide clients on how to use LifeLoop products, helping them build confidence in the features and functionality and maximize their investment; develop training materials and resources as needed.
• Lead onboarding sessions for customers.
• Track customer progress during onboarding, ensuring deliverables and milestones are met and customers stay on track toward their desired outcomes.
• Manage tasks and document the work completed so Support and CSMs have a clear understanding of how to support the customer once onboarding ends.
• Maintain detailed documentation for each customer's onboarding process in Salesforce, including project plans, timelines, and key milestones.
• Provide regular status updates and reports to internal teams and management on onboarding projects.
• Participate in the design and testing of new software features.
• Work with other Onboarding and Professional Services team members and your Director to continually iterate on and improve the onboarding and implementation process.
• Gather customer feedback throughout onboarding and report common pain points or enhancement opportunities to Product and Customer Success.
• Use strong self-drive and judgment to determine what needs to happen to help each customer succeed.
• Comfortable utilizing AI tools, such as ChatGPT and Claude, for the benefit of the Onboarding and Professional Services department.

Preferred Qualifications

• Bachelor's degree; emphasis in gerontology, education, communications, recreation, or therapy a plus.
• Experience in the Senior Living industry.
• Experience in SaaS or other software-based industries.
• Experience working with customers across various industries (e.g., finance, healthcare, education).
• Experience with project management tools and CRM systems (Salesforce).

Other

• Travel required: approximately 20%, may fluctuate upwards of 30%.
• Able to lift up to 50 pounds.
• Ability to stand for up to 5 hours at a time.
• Ability and willingness to drive for 4+ hours to an on-site training location.