Onboarding Lead

Job not on LinkedIn

🕒 May 22

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🚀 Onboarding Specialist

👻 Ghost score 57%

What it means: the chance that no one is really hiring for this job.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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EPR FireWorks

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2000

☁️ SaaS

🤝 B2B

🏛️ Government

SaaS • B2B • Government

EPR FireWorks is a cloud-based, all-in-one Fire and EMS records management system (RMS) built for fire departments and emergency medical services agencies. The platform centralizes incident reporting (NERIS-compatible), ePCR patient reporting (NEMSIS 3. 5-compliant), training and learning management, hydrant and property inspections, equipment and work-order logistics, workforce scheduling, community engagement, analytics and compliance, and mobile integrated health workflows. It is configurable for departments of varying sizes, accessible in any modern browser, includes built-in analytics and AI features, and is used by over 500 agencies across 35 states with U. S. -based support.

📋 Description

• Own EPR FireWorks’ client onboarding and software implementation lifecycle • Manage a portfolio of concurrent client implementations from signed contract through go-live • Develop and continuously improve onboarding methodology, playbooks, and implementation frameworks for SMB and Mid-Market clients • Define and enforce implementation standards, milestone gates, and escalation protocols • Partner with Sales and Account Management on contract-to-kickoff transitions and complex pre-sale scoping • Collaborate with Product and Engineering to communicate client feedback and reduce time-to-value • Develop capacity planning models and forecast onboarding resource requirements • Own onboarding metrics and present project health, risk, and performance reporting to executive leadership • Directly manage, mentor, evaluate, and develop Implementation Project Managers and Specialists • Participate in hiring and training new Onboarding team members • Assign and balance client portfolios based on complexity, capacity, and experience • Serve as executive sponsor for strategic or high-complexity implementations • Oversee project plans, schedules, integration documentation, and go-live readiness checklists • Manage client expectations through proactive communication, status reporting, and executive touchpoints • Ensure knowledge transfer and handoff to Client Success after implementation • Guide integrations with CAD, RMS, state reporting systems, and NFIRS/NEMSIS data feeds • Facilitate client training and ensure training plans are scoped and scheduled • Coordinate with Customer Support and the Israel-based Development team to resolve blockers and manage configuration, migration, and integration dependencies • Collaborate with Client Success on post-go-live continuity and QBR planning • Document recurring implementation challenges and propose workflow or feature improvements • Support the CXO with board-level reporting on implementation pipeline, capacity, and client health

🎯 Requirements

• 5+ years of progressive experience in software implementation, onboarding program management, or professional services delivery in a SaaS environment • 2+ years of direct people management experience • Demonstrated experience managing concurrent, complex client implementations across multiple accounts simultaneously • Exceptional project management skills • Deep understanding of fire service and emergency medical services operations, workflows, and compliance requirements (NFIRS, NEMSIS, NFPA standards) • Knowledge of SQL, data migration concepts, computer networking fundamentals, and system integration patterns • Proficiency in project management tools and CRM/CS platforms (HubSpot, Vitally, or equivalent) • Exceptional written and verbal communication skills; ability to translate technical concepts for non-technical audiences including fire chiefs, EMS directors, and municipal IT personnel • Strong analytical and problem-solving skills; ability to operate in ambiguous, fast-paced environments with limited standardization • Demonstrated ability to build and improve scalable processes and playbooks in a growth-stage company • Ability to read, analyze, and interpret safety rules, operating and maintenance instructions, procedural manuals, government regulations, and technical documentation • Ability to write detailed project plans, business correspondence, SOPs, and client-facing reports • Ability to present effectively to groups ranging from frontline agency staff to municipal executives and board-level stakeholders • No specific licenses or certifications required; PMP, CAPM, or equivalent certification is a plus • Fire service credentials (Firefighter I/II, EMT, Captain-level experience) are a significant advantage

🏖️ Benefits

• Competitive base with yearly evaluations and raises • Flexible work hours and remote work options • Opportunities for professional development and growth • Work with a passionate, supportive, and mission-driven team • 401K employee match after 6 months • Holiday and Vacation time for full-time employees

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