Level Access is seeking an Implementation & Onboarding Manager to own the onboarding and implementation experience for our customers—ensuring a smooth, timely, and highly organized launch into our digital accessibility solutions!
The Implementation & Onboarding Manager is a customer-facing role passionate about delivering a high-quality onboarding experience to new, renewing, and expanding customers. This role will collaborate closely with Sales, Customer Success, Product, and Advisor Services to ensure a streamlined handoff, goal alignment, and proper product configuration and enablement. The successful candidate will be passionate about process improvement, customer satisfaction, and driving early adoption that leads to long-term customer value.
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
Achievement Metrics
- SLO/SLA Adherence: Ensure timely onboarding and implementation across all customer segments in accordance with defined service levels
- Customer Satisfaction: Drive positive sentiment and experience throughout onboarding through timely communication, execution, and support
- Time-to-Value: Optimize implementation strategies to reduce time-to-value for customers
- Cross-Functional Handoffs: Deliver detailed transition documentation to support a seamless handoff to Customer Success and Account Management teams
- Process Optimization: Identify and implement new processes to improve overall onboarding effectiveness
- Product Enablement: Ensure customers are effectively enabled with key product functionality that drives early adoption and long-term value
Qualifications
- 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
- Understanding of digital accessibility is a plus
- College degree or equivalent experience preferred
Application Process
This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. The role is being offered as a remote role, with the option to use our office in Arlington, VA. Please submit your cover letter and resume for immediate consideration.
Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2025, Level Access. All rights reserved.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
