Implementation And Onboarding Manager

Summary

Join Level Access as an Implementation & Onboarding Manager and own the onboarding experience for our customers, ensuring smooth and timely launches of our digital accessibility solutions. This customer-facing role requires collaboration with various teams to streamline handoffs and achieve goal alignment. You will lead comprehensive onboarding programs, conduct training, manage projects, and optimize implementation strategies. Success hinges on driving customer satisfaction, improving time-to-value, and contributing to process improvements. The ideal candidate is passionate about customer success and process optimization, with proven experience in onboarding and implementation.

Requirements

• 3–5 years of experience in onboarding, implementation, customer success, or related customer-facing roles
• Proven ability to handle multiple onboarding or implementation projects simultaneously
• Strong organizational skills and attention to detail with a process-oriented approach
• Effective communicator with the ability to engage with both technical and non-technical partners
• Experience collaborating across Sales, Customer Success, Product, and Support teams to align customer outcomes
• Ability to think strategically and problem-solve to remove roadblocks and enable customer goals
• Strong documentation and project management skills, including experience using platforms such as Jira, Salesforce, and Gainsight

Responsibilities

• Lead a comprehensive onboarding program for new, renewal, and upsell customers, ensuring organized execution of goals, timelines, and onboarding processes
• Serve as the primary point of contact during the onboarding and implementation phase of the customer lifecycle
• Conduct onboarding meetings, product walkthroughs, and role-specific trainings for customers
• Drive initial project setup, including product initiation, configuration, and customer enablement tasks within internal systems
• Work directly with customers to set expectations, define success goals, assign project milestones, and provide regular updates throughout onboarding
• Collaborate with Sales and technical teams to tailor onboarding strategies based on client needs and expectations
• Coordinate with Customer Success, Advisor Services (Support), and Product teams to ensure a unified, flawless onboarding experience
• Identify and eliminate roadblocks to customer success and improve the time-to-value through optimized implementation strategies
• Manage multiple onboarding projects simultaneously while balancing customer satisfaction, project timelines, and technical setup
• Ensure detailed documentation of onboarding processes, touchpoints, and customer sentiment for internal visibility and effective cross-functional handoffs
• Provide best practice recommendations, materials, and training to ensure early and effective product adoption
• Deliver comprehensive transition documentation and project summaries to Customer Success Managers and Account Managers
• Contribute to internal process improvements to increase operational efficiency and improve the onboarding experience
• Collect and analyze feedback from customers to drive enhancements to onboarding methods, tools, and cross-functional workflows
• Partner with Product to suggest feature enhancements or improvements based on onboarding insights and customer feedback

Preferred Qualifications

• Understanding of digital accessibility is a plus
• College degree or equivalent experience preferred

Benefits

• Competitive benefits package
• Bonus opportunities
• Unlimited vacation/FTO
• Remote role
• Option to use our office in Arlington, VA