Senior Onboarding Strategist: White-Glove Launch & Coaching

DataRipple, Inc.; Franklin (TN); On-site; USD 65,000 - 95,000; Full time

Job summary

DataRipple, Inc. seeks a seasoned onboarding professional to act as the #2 to the Onboarding Operations Manager. You will personally onboard our largest, most complex accounts and coach four junior specialists to uphold a high-quality standard across the team.

This player-coach role emphasizes running end-to-end onboarding sessions, owning escalations, and contributing to the onboarding playbook, including Spanish-language materials.

Qualifications

• 4–7+ years in a customer-facing role with a proven sales or account ownership track record.
• Hands-on onboarding or implementation experience for small to mid-sized business customers.
• Experience coaching or QA'ing other reps; formal team lead title not required.
• Strong knowledge of QuickBooks (Desktop to cloud) and other essential small business tools (CRM, dispatch, estimating, payments, email, calendar).
• Ability to run a session solo in challenging situations and report metrics upward.
• Able to start the day at 8am Central.

Responsibilities

• Run white-glove onboarding for our top accounts: more sites, more complexity, more scrutiny.
• Shadow live sessions, review recordings and coach the junior specialists on the spot.
• Own escalations: stalled customers, frustrated customers, failed system connections, especially QuickBooks.
• Own the second-session queue and decide who needs one.
• Write and maintain the onboarding playbook: session script, objection handling, FAQ and Spanish-language materials.
• Send a weekly readout to the Ops Manager on pipeline health, no-show and stall trends, and at-risk accounts.
• Cover for the team during time off and volume spikes.

Skills

Customer-facing

Account ownership

Sales

QA

Coaching

Session leadership

Metrics reporting

Tools

QuickBooks

CRM

Dispatch

Estimating

Payments

Email

Calendar

Job description

DataRipple, Inc. seeks a seasoned onboarding professional to act as the #2 to the Onboarding Operations Manager. You will personally onboard our largest, most complex accounts and coach four junior specialists to uphold a high-quality standard across the team.

This player-coach role emphasizes running end-to-end onboarding sessions, owning escalations, and contributing to the onboarding playbook, including Spanish-language materials.