Implementation Manager

OneVision Resources•Boston, MA

1d•Remote

About The Position

The role of an Onboarding Manager can be compared to that of an orchestra conductor. Similar to how a conductor brings together various musicians, each with their specialized instruments, the Onboarding Manager orchestrates the onboarding process, harmonizing the efforts of different teams and ensuring a seamless integration of components to create a successful and unified experience for the Partner. Our Onboarding Manager focuses on onboarding our external Partners (local home technology companies referenced in the above section). As the first person these partners will interact with after signing their contract, you are the “face” of OneVision for the first stage of the relationship. There is a substantial amount of information the Partner needs to pull together such as end user client data, and work that the Partner needs to do on their side to facilitate a smooth transition; so as a project manager, you are also responsible for inspiring Partners and motivating them to meet critical deadlines. As an Onboarding Manager, you wake up every morning with one primary thought on your mind: what can I do today to make sure our newest Partners are fully supported and set up for success in their tailored onboarding journey in order to successfully go live on the OneVision platform? With this primary question in mind, the Onboarding Manager focuses upon delivering remote onboarding services and training to these Partners when they first enter into a partnership with us, and navigating them through the critical integration of our processes and systems into their existing framework. The Onboarding Manager works closely with our Onboarding Managers, who run point on navigating the overall onboarding experience for new partners, and with the Partner Success Managers who manage the ongoing Partner relationships after each Partner has gone live with our support platform. The Onboarding Manager ensures that partner-specific integrations are documented and that any outstanding issues discovered along the way are communicated to others on the OneVision team, so that all their hard work can be leveraged to allow that new Partner to kick ass. At a more granular level, the Onboarding Manager’s typical daily activities are as follows: Setting, planning for, and leading video-conference meetings with various representatives from new Partner teams; Consulting with Partner’s leadership team on how best to integrate the OneVision platform into their unique organization prior to the full team training, modifying as needed based on the platform level purchase; Establishing yourself as a strategic ally to the leadership teams of our Partners, and leveraging that relationship to guide their product customization decisions and prime the Partner Success Managers to later drive change management within our Partners’ organizations; Leading Partners and relevant 1V internal teams through each Partners’ onboarding process from start to finish; Delivering engaging, clear, and actionable training to Partner teams to ensure understanding of key processes and tools; Identifying and addressing knowledge gaps during training sessions to build Partner confidence and operational readiness; Communicating the needs of our new Partners back to the appropriate people within our company. Coordinating with internal teams, such as technical support, trainers, and product development, to discuss any ongoing issues, updates, or client feedback, ensuring alignment on onboarding goals and objectives; Communicating with Partners about updates on the onboarding progress, following up with them about the status of information they need to provide, LMS course progress, and addressing any questions or feedback they may have; Scheduling check-in calls or meetings with Partners to assess the progress of their open items and assigning and managing deadlines. Like a skilled conductor adapting to the tempo of the orchestra, showcasing your ability to adapt to evolving Partner needs and improvise solutions when the unexpected occurs; Work on customizing the product based on the specific needs and requirements of each Partner. This may involve configuring features, setting up user access, and ensuring the platform implementation aligns with their objectives; Creating or updating onboarding logistics documentation, guides, and resources for Partners. Ensure that clients have access to clear and comprehensive materials to support their onboarding journey; Coordinating with Partner Success Managers to facilitate a smooth transition from the technical onboarding phase to more in-depth product training and beyond; Studying and internalizing the latest iterations to our platform, and internalizing how to best onboard our Partners on said iterations; Thinking about new ways to secure full buy-in and engagement in our platform from new and existing Partners, and then executing upon those ideas; Conducting regular check-ins with partners to gather feedback, fine-tuning the onboarding process for a symphony of success.

Requirements

Bachelor's degree in relevant field or equivalent practical experience
5+ years of experience in onboarding, client implementation, training delivery, or consulting roles - ideally in a service-focused or SaaS organization
Basic technical aptitude and the ability to quickly grasp the technical aspects of a SaaS product
Strong project management skills, including the ability to organize tasks, set timelines, and coordinate efforts for simultaneous onboardings
Excellent communication skills, both written and verbal, with the ability to convey technical and nuanced information in a clear and understandable way
Ability to digest and work through detailed, complex, and sometimes uncomfortable situations, and provide solutions in a thoughtful way
Results-driven mindset with a focus on achieving positive outcomes for Partners
High emotional intelligence and relationship building skills for navigating the various challenges associated with working with diverse people to bring Partners live
A love for improving processes
A willingness to iterate daily - we really, really mean this
The ability to make informed, independent decisions juggling multiple projects and priorities
A willingness to voice your opinion and engage in thoughtful debates - may the best idea win! Check your ego at the door
A reliable work ethic and focus on delivering results, whatever it takes
A strong desire to be a team player - we are all in this together

Nice To Haves

If you have a working knowledge of the custom-integration (CEDIA) industry, having worked with an integrator and/or a vendor to integrators
If you have experience spearheading building well-developed onboarding processes
If you have experience integrating software or processes in with an existing organization
If you have experience in Change Management
If you have deployed a Learning Management System to supplement your onboarding experience
If one of our mothers refers you.

Responsibilities

Partner Onboarding: Lead new Partners through the end-to-end onboarding process, ensuring a seamless transition from the sales phase to active usage of our product. This involves fostering momentum and positivity among partners to achieve onboarding milestones and utilize the platform effectively.
Product Configuration: Coach Partners in configuring and customizing the OneVision product to meet their specific needs, including needs analysis, systems setup, user role assignment, and initial system configuration.
Technical Consultation: Provide initial technical guidance to Partners, addressing technical queries, troubleshooting issues, and ensuring a solid understanding of the product's functionalities.
Training Execution: You’ll create and deliver engaging training to our Partners during onboarding, ensuring their understanding of key processes and tools. This includes managing and overseeing our LMS (Learning Management System) for Partners.
Communication and Coordination: Serve as the primary point of contact for Partners during the onboarding process. Utilize your excellent communication and EQ skills to manage progress, set expectations, and coordinate efforts with internal teams, including dedicated trainers.
Project Management: Project management skills are vital. Effectively manage and complete on-time multiple projects simultaneously. This includes prioritizing time across multiple onboarding projects at once, aligning schedules, setting milestones, allocating internal resources, and ensuring a smooth transition from the initial setup to the training phase.
Issue Resolution: Identify and address any issues or challenges that Partners may encounter during onboarding. Collaborate with internal teams, including technical support, to ensure prompt resolution.
Partner Education and Training: While you’ll provide engaging, clear, and actionable training to Partners during onboarding, you’ll also continue to educate new Partners on key features and functionalities of the product configuration.
Documentation and Resources: Create and maintain onboarding documentation, guides, and resources to support Partners. Ensure that Partners have access to clear and comprehensive materials to aid their onboarding journey. Keep your project plans and meeting notes organized and up to date in our system of record.
Feedback Collection: Gather feedback from Partners about their onboarding experience. Use insights to improve processes, documentation, and overall onboarding effectiveness.
Process & Resource Development: Contribute to innovations in our processes, operations, tools, onboarding structure structure, and service offerings. Build Partner-facing items like presentations, project plans, data schemas, onboarding and migration guides, and success plans.