Onboarding Specialist

• The Onboarding Specialist I is responsible for coordinating and executing customer onboarding projects from contract signature through successful activation.
• This role serves as the primary day-to-day project coordinator for customers during onboarding, helping ensure projects remain organized, on track, and aligned to onboarding milestones.
• This role will work across a range of customers to deliver a tailored onboarding experience based on their industry, size, and needs
• This role is ideal for individuals who are highly organized, customer-focused, and motivated to develop strong project management and implementation skills within a SaaS environment
• The Onboarding Specialist I works within established onboarding processes and operational frameworks to support successful customer outcomes, maintain project momentum, and deliver a consistent onboarding experience.
• This role partners closely with Sales, Product, Engineering, Customer Success, Education, and Support teams to help customers successfully launch on Boulevard
• Manage customer onboarding projects from kickoff through activation using established onboarding processes and implementation standards
• Serve as the primary customer contact throughout onboarding, maintaining consistent communication and strong customer experience standards
• Coordinate onboarding project plans, timelines, milestones, and customer deliverables
• Help maintain customer momentum by following up on action items, reinforcing timelines, and driving milestone completion
• Track onboarding progress and maintain accurate project documentation across Salesforce, GuideCX, and operational systems
• Support onboarding quality by coordinating configuration tasks, data collection, testing activities, and launch readiness preparation
• Identify project risks, delays, or blockers early and escalate concerns appropriately
• Partner cross-functionally with Sales, Product, Engineering, Data Migration, Support, Education, and Customer Success teams to help resolve customer needs and onboarding dependencies
• Maintain strong organizational discipline across a portfolio of onboarding projects while balancing competing priorities
• Contribute ideas and feedback to improve onboarding processes, customer experience, and operational efficiency
• Participate in onboarding enablement, coaching, and continuous learning opportunities
• In Your First 30 Days
• Complete onboarding training and become familiar with Boulevard’s products, onboarding methodology, systems, and customer journey
• Shadow onboarding projects and learn onboarding operational standards and workflows
• Begin supporting customer communication, project coordination, and onboarding administration tasks
• By 90 Days
• Independently manage a portfolio of onboarding projects with support from leadership and team processes
• Maintain accurate project updates, customer communication, and onboarding documentation
• Demonstrate strong organizational discipline and customer follow-through
• By 6 Months and Beyond
• Successfully manage onboarding projects with limited oversight
• Demonstrate consistent onboarding execution, project organization, and customer accountability management
• Maintain strong portfolio hygiene, forecasting discipline, and customer communication standards
• Contribute positively to team collaboration, onboarding quality, and customer outcomes
• Key Performance Expectations;
• Consistent progress toward activation velocity benchmarks
• Accurate and timely project documentation
• Strong customer communication and responsiveness
• Healthy portfolio management and project organization
• Consistent adherence to onboarding processes and operational standards
• Proactive escalation of onboarding risks and blockers

Benefits

• Flexible Vacation & PTO
• 401k Match
• $250 upon signing and $75 monthly for your home workspace
• Premier Health Benefits - 100% coverage plan options from Blue Shield of CA, Beam, and VSP
• Quarterly Bonus - Get rewarded when we reach our revenue targets
• Boulevard Bucks - Get $200 to experience a Boulevard partner or self-care provider every quarter
• Fully Remote- Ability to manage multiple projects and competing priorities simultaneously
• Willingness to learn and develop project management, customer management, and onboarding expertise
• Ability to identify problems, ask questions, and escalate issues appropriately
• 1–3 years of experience in customer onboarding, project coordination, implementation, customer success, or account management roles
• Ability to build customer relationships while maintaining professionalism and accountability
• Comfortable working within structured processes, timelines, and operational expectations
• Technical aptitude and ability to learn SaaS onboarding workflows, system configurations, and operational processes
• Strong organizational and time management skills with attention to detail
• Strong written and verbal communication skills
• Strong follow-through and ownership mindset
• Experience in SaaS onboarding or software implementations
• Experience using Salesforce, GuideCX, or similar CRM/project management platforms
• Experience within wellness, healthcare, med spa, salon, or service-based industries
• Experience managing customer-facing projects or timelines