Cordance
Making successful B2B SaaS businesses even better.
Onboarding & Implementation Specialist
Location
United States
Posted
1 day ago
Salary
Not specified
Bachelor Degree2 yrs expEnglish
Job Description
• Own the full onboarding lifecycle — from requirements gathering to post-launch review — ensuring timelines, milestones, and deliverables are met.
• Partner with customers to identify use cases, workflows, and success criteria that guide system configuration and setup.
• Manage data imports, integrations, and configurations to ensure systems align with customer needs.
• Collaborate with internal product, engineering, and support teams to troubleshoot issues and optimize implementation processes.
• Identify recurring onboarding challenges and propose scalable, repeatable solutions to improve efficiency and quality.
• Track and report implementation metrics, customer satisfaction, and launch readiness across projects.
• Be a voice of the customer in internal discussions, influencing roadmap priorities and process improvements.
• Support customers through adoption and process alignment, providing practical guidance to help teams transition to new workflows and fully leverage the system as designed.
• Monitor and manage implementation scope to ensure projects stay aligned with agreed requirements, timelines, and outcomes.
• Proactively identify implementation risks and dependencies, escalating early and developing mitigation plans to protect timelines and outcomes.
Job Requirements
- 2–5 years of experience in implementation, onboarding, or customer success roles — preferably in a SaaS or technology environment.
- Strong project management skills with the ability to manage multiple customer implementations simultaneously.
- Familiarity with integration concepts, APIs, and SaaS platforms (Salesforce, HubSpot, NetSuite, etc.).
- Excellent communication and relationship-building skills — both with customers and internal.
- High attention to detail and a process-driven mindset.
- Comfort working in fast-paced, evolving environments with distributed teams.
- Experience collaborating cross-functionally with Product, Engineering, and Customer Success to streamline delivery.
- Experience supporting customers through process or system changes, with the ability to guide adoption and reinforce best practices.
Benefits
- Comprehensive Health Coverage: Coverage begins on your first day of employment.
- 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
- 12 weeks paid leave for all employees.
- Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
- Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.
