Onboarding Specialist

Novi AMS•Orlando, FL

18d•Remote

About The Position

Novi AMS is seeking a people-centered Onboarding Specialist to lead new customers through onboarding, from kickoff through go-live. This project and change management role owns the customer experience across onboarding, guides customer teams through adopting new software, and coordinates with internal teams to keep multiple projects moving. The Specialist serves as a trusted advisor, helping customers make informed configuration and process decisions, build stakeholder confidence, and become self-sufficient using Novi AMS. The role involves leading several concurrent projects, maintaining plans and documentation, facilitating productive meetings, anticipating risks, and using AI tools to support daily work while validating their outputs. It also includes coordinating Sales handoffs and go-live transitions to Support and Success, collaborating with Data and Content Migration teams, sharing customer feedback internally, improving onboarding resources, and providing occasional Support coverage. Within the first six months, the Specialist is expected to lead several projects independently and contribute to onboarding playbooks, templates, and standards. This is a full-time, remote-first position for someone authorized to work in the United States and available to work 8 AM–5 PM in their local time zone (Eastern, Central, Mountain, or Pacific). The starting salary is $65,000, with adjustments based on experience and qualifications.

Requirements

At least 2 years of experience in customer onboarding, implementation, project management, or a comparable customer-facing role.
Strong project management skills, including planning and leading multiple concurrent projects with competing priorities and deadlines.
Experience guiding people or organizations through transitions with empathy and structure.
Ability to lead without formal authority and influence outcomes across customer and internal teams.
Strong problem-solving skills, including diagnosing root causes and resolving issues before escalation.
A consultative approach that guides customer decisions and recommends best practices.
Strong meeting facilitation skills and the ability to drive decisions and next steps.
Excellent written and verbal communication skills, including explaining processes to non-technical audiences.
Customer-facing experience and a service-oriented, empathetic approach.
Strong organization and attention to detail across multiple projects.
Hands-on experience using AI tools to improve work, with the ability to evaluate results and recognize when human judgment is needed.
Comfort learning and using software tools such as Rocketlane and Tettra to manage work and documentation.
Ability to work independently and collaboratively in a remote team environment.
Authorization to work in the United States.
Availability to work 8 AM–5 PM in the local time zone, Eastern, Central, Mountain, or Pacific.

Nice To Haves

Experience using Novi AMS (strongly preferred).
Experience in SaaS onboarding, implementation, or customer success.
Familiarity with associations, nonprofits, or membership-based organizations.
Formal project management or change management training or certification, such as CAPM, PMP, or Prosci.
Experience with project management tools such as Asana, Monday, Wrike, or similar.
Training in meeting facilitation, crucial conversations, or negotiation.

Responsibilities

Lead several customer onboarding projects simultaneously from kickoff through go-live, managing scope, timelines, milestones, and deliverables.
Serve as the primary customer contact and trusted guide throughout onboarding.
Build and maintain project plans in Rocketlane, tracking progress, dependencies, and risks.
Facilitate kickoff, status, and milestone meetings with clear agendas, decisions, and next steps.
Anticipate roadblocks, surface risks early, and drive resolution before they affect timelines or customer experience.
Use AI tools to prepare for meetings, summarize conversations, draft communications, and organize project details; validate results using personal judgment.
Guide customers through the organizational change involved in adopting software, set expectations, and build confidence.
Translate customer goals into structured onboarding paths and explain what is changing, why, and what is required.
Coach customer teams through adoption, address hesitation, and build stakeholder buy-in.
Recommend best practices and help customers make informed configuration and process decisions.
Train customers on Novi AMS so they can use it confidently and independently.
Coordinate handoffs from Sales at kickoff and to Support and Success at go-live.
Partner with Data, Content Migration, Support, and other internal teams to coordinate handoffs and keep projects moving.
Communicate customer needs, risks, and dependencies to internal stakeholders, and share product feedback and feature requests with appropriate teams.
Maintain accurate, current records in Rocketlane, Tettra, and other onboarding documentation.
Share process improvements and project learnings, and contribute to onboarding playbooks, templates, and standards.
Provide Support team coverage during weekly team meetings and serve as backup or additional coverage when needed or requested.
Participate in weekly Onboarding Specialist meetings focused on skill-building and process development, and apply new methods to live onboarding work.
Seek opportunities to grow as a strategic project and change leader.