Customer Onboarding Manager

🕒 September 19

🌽 Illinois, Wisconsin – Remote

🌽 Illinois – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚀 Onboarding Specialist

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ECP

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

ECP is a company that provides comprehensive software solutions for assisted living and long-term care communities. Their offerings include community management systems, electronic medication administration records (eMAR), electronic health records (EHR), care plans, customer relationship management (CRM), and billing software. ECP's services are designed to improve the workflows for assisted living, independent living, memory care, intellectual and developmental disability support, pharmacies, and group homes, ensuring better care and operational efficiency. The company is recognized for integrating seamlessly with pharmacy partners and offering a user-friendly platform that supports care providers, owners, and operators, caregivers, nurses, and other personnel in these communities. ECP is trusted by thousands of senior living communities across the United States and beyond.

📋 Description

• Lead, coach, and develop a team of Customer Onboarding Specialists responsible for coordinating, training, and preparing customer databases for successful go-live • Drive speed-to-live and speed-to-value by owning processes, timelines, workflows, and accountability structures for SMB and mid-market customers • Apply project management discipline across onboarding and training engagements through plans, milestones, communication, risk management, and on-time delivery • Oversee retrains, ownership transition retrains, new database builds, product add-on training, and new location training • Build an expansion-minded team culture and identify upsell, cross-sell, and better-fit opportunities with Sales and Customer Success • Build and improve onboarding processes, playbooks, workflows, and standards • Define, track, and report metrics including time-to-live, SLAs, KPIs, CSAT, and upsell conversion • Own the customer-facing OnRamp experience, including content, templates, workflows, milestones, and reporting • Evaluate the OnRamp customer journey, identify friction points, test improvements, and partner with the OnRamp team on changes • Ensure OnRamp is the team’s single source of truth and drive consistent adoption • Monitor customer health, identify risks early, and intervene proactively • Serve as an escalation point for complex or at-risk engagements • Equip the team with tools, training, resources, and customized remote/onsite training packages • Lead change management for new processes, tools, and workflows • Partner with the Enterprise Implementation Manager and collaborate with Sales, Customer Success, Customer Support, Pharmacy, Compliance, and Product • Hire and develop team members while fostering accountability, professional growth, and continuous improvement • Develop product and industry expertise to serve customers and identify expansion opportunities • Ensure compliance and security requirements, including HIPAA, are followed

🎯 Requirements

• Bachelor’s degree • 3+ years of experience managing or leading a customer-facing team • 3+ years of experience in customer onboarding, implementation, or training, preferably in a SaaS environment • Demonstrated success improving speed-to-live or time-to-value within an onboarding or implementation function • Strong project management skills and experience managing multiple concurrent customer engagements • Experience identifying and acting on upsell or expansion opportunities within the customer lifecycle, ideally in partnership with Sales or Customer Success • Experience coaching a team to identify and act on expansion opportunities independently • Demonstrated experience building processes and programs from scratch in a fast-paced or high-growth environment • Proven track record of developing direct reports through structured 1:1s, development plans, coaching, and stretch assignments • Demonstrated ability to coach individual contributors toward greater independence and ownership • Strong people leadership skills with a genuine commitment to team development and performance • Experience managing SMB and/or mid-market customers with an understanding of delivering quality and consistency at scale • Proficiency with CRM and project management tools such as HubSpot, Salesforce, or similar; Direct OnRamp experience is a strong plus • Experience owning or improving a customer-facing platform or portal, including content, workflows, and customer experience, is highly valued • Experience applying change management principles to introduce and sustain new processes and tools • Ability to monitor and interpret customer health indicators and proactively address risk • Excellent communication skills, including coaching, direct feedback, customer expectation management, and cross-functional issue resolution • Highly organized with the ability to prioritize competing workstreams and consistently follow through • Willing and able to travel as needed, typically 50% or more on average • Ensure team activities follow applicable compliance and security requirements, including HIPAA