Software Onboarding Specialist - Wellbeing

PracticeTek

2d • Remote

About The Position

PracticeTek is seeking a Software Onboarding Specialist focused on Wellbeing to join their team. This role involves revolutionizing healthcare practices with technology solutions, working with passionate individuals, and seeing the direct impact of your work. The company offers a high-energy, high-impact environment with opportunities for growth and continuous development. PracticeTek is a leading North American retail-healthcare tech provider, offering a comprehensive suite of tools for various healthcare practices. The company values consistency, innovation, market-centric approaches, effortlessness, ownership, and ethical decision-making. The onboarding specialist will contribute to shaping the future of healthcare technology and collaborate with talented professionals.

Requirements

• 4+ years of combined experience in customer support within a SaaS environment and/or a behavioral or mental health practice setting.
• Hands-on experience in a behavioral or mental health office environment, with strong understanding of workflows, tools, and patient engagement processes.
• Experience working in a SaaS or technology-enabled environment, preferably in onboarding, implementation, or customer success.
• Exposure to or interest in scaled onboarding tools (e.g., Userpilot, Pendo, Appcues) and digital adoption strategies.
• Strong organizational and project management skills, with the ability to manage multiple onboarding engagements simultaneously.
• Experience using CRM systems such as Salesforce and maintaining accurate customer records.
• Ability to operate both tactically (1:1 onboarding) and strategically (scaling onboarding through automation and AI).
• Outstanding written and verbal communication skills, with the ability to guide customers of varying technical comfort levels.

Responsibilities

• Deliver a positive, professional onboarding experience through clear communication, responsiveness, and guidance.
• Build trusted relationships with customers and serve as their primary point of contact during onboarding.
• Understand customer goals, workflows, and behavioral health practice needs to tailor onboarding accordingly.
• Manage a portfolio of onboarding engagements from kickoff through completion.
• Coordinate timelines, tasks, and milestones to ensure successful and timely implementations.
• Track progress, document activity, and maintain accurate records in CRM and internal systems.
• Help design and evolve a scaled onboarding experience leveraging tools like Userpilot.
• Partner cross-functionally to build in-app guidance, walkthroughs, and automated onboarding journeys.
• Identify opportunities to reduce manual onboarding effort while improving customer experience and outcomes.
• Continuously test, iterate, and optimize onboarding flows using data and customer feedback.
• Drive customers to go-live readiness within established onboarding timelines (7–14 days).
• Balance quality and efficiency based on product complexity and services purchased.
• Identify risks early and partner with customers and internal teams to proactively resolve issues.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed