Onboarding Manager

Go Icon; Chicago, Northern (IL, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

GoIcon is a fast-growing SaaS company focused on transforming senior care through an integrated onboarding platform. This remote role requires up to 20% travel to customer sites and collaboration across multiple teams to ensure successful implementations.

You will lead onboarding initiatives, design tailored implementation plans, and guide cross-functional teams through complex deployments while driving adoption and long-term success for customers.

Qualifications

• Bachelor’s degree in Business Administration, Project Management, CS, or related field.
• Experience managing software implementations or customer onboarding in SaaS.
• Experience in multi-site or multi-community deployments is a plus.
• Strong communication and interpersonal skills with customer relationships.

Responsibilities

• Lead onboarding projects from single to multi-community deployments.
• Develop detailed project plans with timelines and risks.
• Coordinate with customer teams and internal departments.
• Engage executive stakeholders and provide regular updates.
• Design tailored implementation plans aligned to client needs.
• Oversee integrations with third-party systems and data migration.
• Drive change management and user adoption across communities.
• Lead cross-functional teams and train diverse audiences.

Skills

Project management

Executive stakeholder engagement

Discovery & process alignment

Change management

Team leadership

Training & enablement

Data-driven reporting

Education

Bachelor’s degree in Business Administration, Project Management, CS, or related field

Tools

Jira

Salesforce

Slack

Gsuite

Job description

Location: Remote with 20%+ travel required

Company Overview:

GoIcon is a fast-growing SaaS business focused on building a leading technology platform in the senior care market. Our mission is to improve the aging experience by empowering senior care communities with unparalleled communication and engagement technology. At Icon, you will collaborate with multiple teams, work across disciplines, and encounter many challenges that are new and exciting. Each day, you’ll be working towards profoundly transforming senior care. We are a remote team, although most of our employees are in the New England and Greater Chicago areas.

Position Overview:

As an Onboarding Manager at Go Icon, you will lead the successful implementation and onboarding of new customers. You will manage projects ranging from single-community implementations to complex multi-community deployments, partnering closely with customers, internal teams, and third-party vendors to deliver an exceptional onboarding experience. This role requires strong project management skills, excellent communication, and a customer-first mindset to ensure successful adoption and long-term customer success.

Key Responsibilities:

1. Project Management:

• Lead customer onboarding projects ranging from single-community implementations to multi-community deployments, ensuring projects are delivered on time, within scope, and aligned with customer goals.
• Develop comprehensive project plans for customer onboarding projects, outlining timelines, milestones, resource requirements, and risk mitigation strategies.
• Coordinate with multiple customer teams and internal departments to ensure seamless execution.

2. Executive Stakeholder Engagement:

• Serve as the primary point of contact for customer stakeholders throughout the onboarding process.
• Build trusted partnerships with customer stakeholders, from community administrators to executive sponsors, based on the size and complexity of the implementation.
• Provide regular implementation updates, ensuring transparency and alignment throughout the project lifecycle.

3. Thorough Discovery and Process Alignment:

• Conduct in-depth discovery sessions with customer organizations to understand their processes, workflows, and pain points.
• Design tailored implementation plans that align Go Icon’s solutions with the specific needs and goals of each organization.

4. Scalable Solutions Configuration:

• Collaborate with the product and engineering teams to design and configure solutions tailored to enterprise needs.
• Ensure system configurations are consistent across multiple communities while accommodating site-specific requirements.
• Plan and oversee integrations with third-party systems (e.g., CRM, billing, or HR platforms) across all locations.
• Standardize data migration processes and workflows to minimize disruptions and maximize data integrity.

6. Change Management Across Communities:

• Develop and implement change management strategies to ensure smooth transitions across multiple communities.
• Drive user adoption by addressing concerns, facilitating buy-in from diverse stakeholders, and tailoring training programs.

7. Team Leadership and Coordination:

• Guide internal cross-functional teams, including product managers, sales professionals, CSMs etc., to deliver high-quality customer onboarding experiences.
• Foster a collaborative work environment focused on delivering results for complex rollouts.

8. Training and Enablement:

• Design and deliver scalable training programs for diverse audiences, including executives, front-line staff, residents, and families.
• Tailor training materials and sessions to match the knowledge and needs of each audience, ensuring accessibility and engagement.
• Equip all participants with the tools and understanding needed to successfully adopt and use Go Icon solutions.
• Identify and implement process improvements to streamline enterprise rollout methodologies.
• Contribute to refining best practices for large-scale implementation projects.

10. Data-Driven Reporting and Insights:

• Utilize data analytics to track implementation progress, identify potential risks, and report success metrics to stakeholders.
• Provide actionable insights to support the ongoing optimization of enterprise implementations.

11. Customer Feedback Loop:

• Gather feedback from multiple communities post-rollout to identify improvement opportunities for future projects.
• Collaborate with product teams to prioritize feature enhancements based on enterprise-level customer needs.

• Customer-Focused Problem Solver: You excel at navigating the complexities of projects of varying size and complexity, identifying solutions tailored to the needs of multiple communities, and proactively addressing challenges before they arise.
• Customer Success Mindset: You have a deep understanding of customer business needs and can align tactical implementation efforts with broader organizational goals.
• Exceptional Communicator and Educator: You can effectively articulate complex strategies and adapt your communication style to diverse audiences, including executives, front-line staff, residents, and families. Your ability to scale communication up or down ensures understanding and alignment at all levels.
• Organized Multi-Tasker: You can successfully manage multiple onboarding projects simultaneously, maintaining clear priorities and delivering results under tight deadlines.
• Change Agent: You’re skilled at driving organizational change, ensuring buy-in, and fostering adoption of new technologies across diverse teams.
• Collaborative Team Player: You work effectively with cross-functional teams, uniting diverse groups toward common goals and delivering enterprise-scale results.

Qualifications

• A bachelor’s degree in Business Administration, Project Management, Computer Science, or a related field is preferred.
• Proven experience managing software implementation or customer onboarding projects, preferably in the SaaS industry or supporting customers of varying sizes.
• Prior experience in the senior living industry is a significant benefit, particularly with involvement in multi-site projects or implementations.
• Strong project management skills with experience leading customer onboarding projects. Experience with multi-community or multi-site deployments is preferred.
• Exceptional communication and interpersonal skills, with a track record of building strong customer relationships and building strong relationships.
• Proven ability to design and deliver effective training programs for a variety of audiences, tailoring content to meet the needs of both technical and non-technical users.
• Experience in change management and user adoption strategies across organizations of varying sizes.
• Proficiency in project management tools like Jira, Salesforce, and collaboration platforms such as Slack and Gsuite.
• Relevant certifications in project management (e.g., PMP, CAPM, Agile, Scrum) or change management (e.g., Prosci) are a plus.
• Willingness to travel up to 20% of the time to support on-site customer onboarding, training, and go-live activities.
• Competitive salary and benefits package.
• Opportunity to work in a fast-paced, mission-driven environment.
• Join a team dedicated to improving the aging experience through cutting-edge technology.