Cordance - Onboarding & Implementation Specialist
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. • Experience leading complex SaaS or enterprise software implementations with measurable customer impact. • Experience working with K–12 districts, higher education institutions, or other compliance-driven environments. • Skilled in using project management tools (e.g. Asana, Jira, Monday.com) to track milestones and deliverables. • Proven ability to translate technical requirements into clear business outcomes for non-technical stakeholders. • Background in process optimization, automation, or creating scalable onboarding frameworks. • Strong understanding of customer lifecycle management and post-launch success alignment. • Certifications in project or implementation management (PMP, CSM, or equivalent) a plus. • Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.
Responsibilities
• 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. • Competencies • Customer-Centric Execution: Drives implementations with a focus on customer outcomes and time-to-value. Anticipates needs, resolves blockers early, and builds trusted relationships through consistent communication and follow-through. • Customer-Centric Execution: • Project Ownership and Delivery: Manages multiple customer implementations end-to-end with precision. Balances scope, schedule, and quality while maintaining accountability for milestones and customer satisfaction. • Project Ownership and Delivery: • Technical and Analytical Agility: Understands product functionality, integration workflows, and data mapping. Uses data and analytics to troubleshoot issues, optimize configurations, and inform improvement opportunities. • Technical and Analytical Agility: • AI Literacy: Understands AI basics and validates AI-generated technical steps or best practices. Use AI for basic troubleshooting assistance, ensuring accuracy before advising customers. • AI Literacy: • Systems and Process Thinking: Sees implementations as part of a connected ecosystem — linking product, data, and customer workflows. Identifies dependencies and designs scalable solutions that improve repeatability and quality. • Systems and Process Thinking: • Collaboration and Influence: Partners effectively with Product, Engineering, and Customer Success to align goals and ensure seamless handoffs. Communicates context and rationale to drive clarity and shared ownership. • Collaboration and Influence: • Communication and Professionalism: Translates complex technical information into clear, actionable guidance for both customers and internal teams. Maintains proactive, transparent communication throughout the implementation lifecycle. • Communication and Professionalism: • Adaptability and Continuous Improvement: Embraces change and experimentation in processes, tools, and product evolution. Continuously seeks ways to increase efficiency, shorten time-to-value, and enhance customer experience. • Adaptability and Continuous Improvement: • Adoption, Change & Scope Discipline: Supports customers through process shifts while applying sound judgment in managing requirements and change requests. Protects scope while maintaining a collaborative, solutions-oriented approach. • Adoption, Change & Scope Discipline:
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