Onboarding & Implementation Associate

The Opportunity: Onboarding & Implementation Associate

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. You will 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.

What can you expect the role to look like:

Customer Onboarding & Project Management

• 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.

Client Relationship Management

• Serve as the primary point of contact for customers throughout onboarding, building trust and rapport, addressing concerns, and ensuring satisfaction with the process.

Cross-Functional Collaboration

• 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.

Training & Enablement

• 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.

Customer Success Monitoring & Handoff Documentation

• 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.

Documentation & Reporting

• 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.

Product Involvement & Process Improvement

• 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.