Client Onboarding Specialist

Evosus•Vancouver, WA

8h•$25 - $29•Hybrid

About The Position

We are looking for a Client Onboarding Specialist who's excited to guide new clients through implementation, system setup, training, and go-live while delivering an exceptional onboarding experience from start to finish. We're a growing software company based in Vancouver, WA, proudly delivering the leading business management software in the Pool, Hot Tub, and Hearth industries. As our platform and customer base continue to expand, we remain focused on building modern, scalable technology that drives the future of the industries we serve. The Onboarding Specialist leads software implementation projects from the moment clients are handed off from sales, to the moment they’re live on our platform. The Onboarding Specialist will ensure a smooth and successful experience for each client. Acting as both a project manager and product expert, this role guides clients through onboarding, system setup, and training. Serving as a key liaison between the client and internal teams, the Onboarding Specialist ensures all project milestones, requirements, and timelines are met. They specialize in helping clients adopt operational best practices using LOU, aligning software capabilities with real-world business needs. This role also supports client relationship continuity by providing a seamless handoff to the Software Support team after implementation.

Requirements

2+ years of experience in a client-facing role, preferably within a software, technology, or SaaS environment.
Background or familiarity with retail, service, or construction business operations.
Strong proficiency in Microsoft Excel and Google Workspace.
Quick learner with the ability to become a subject matter expert on company software from both internal and client perspectives.
Demonstrated success in project management, with the ability to handle complex, multi-phase implementations.
Strong problem-solving skills with a proactive approach to identifying risks and mitigating them before they escalate.
Skilled in client training and delivering information clearly across various audience levels.
Highly customer-focused, responsive, and committed to delivering timely, high-quality solutions.
Excellent communication skills—written, verbal, and interpersonal—with the ability to explain complex concepts simply and effectively.
Adaptable and flexible in a dynamic work environment with shifting priorities and unexpected changes.
Well-organized, able to manage time and multiple priorities efficiently, and deliver on deadlines.
Professional, discreet, and consistently exercises sound judgment in all client and team interactions.

Nice To Haves

Associate’s degree in a related field, or 2 additional years of relevant experience.
2+ years of experience in retail or service management.
Experience with specialty retail or field service industries.
Subject matter expertise in one or more of the following areas: Accounting principles (e.g., A/P, A/R, payroll, inventory, purchase orders, general ledger)
Industry knowledge of pool or hearth service and retail sectors.

Responsibilities

Manage multiple client implementation projects simultaneously, with a focus on understanding and aligning with each clients’ business goals and operational needs.
Analyze customer requirements and design tailored implementation plans to ensure a successful software rollout.
Achieve go-live goals, during the onboarding process. Annual and quarterly goals will be set by the company, and reviewed with the Client Onboarding Specialist.
Develop detailed project plans, including resource allocation, timelines, and milestones, and coordinate with internal teams to execute against those plans.
Conduct regular status check-ins with clients and internal stakeholders; update forecasts and timelines as needed throughout the project lifecycle.
Maintain all documentation related to assigned projects and ensure project tracking tools are up to date.
Deliver basic training on software features and functionality to new clients.
Support operational efficiency by advising clients on best practices for using LOU in their specific business environments.
Serve as a backup to the broader Onboarding Team.