Director of Onboarding – Implementation

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $170k - $190k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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EverCommerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2019-07

Healthcare • Consulting • Logistics

EverCommerce is the leading service commerce platform, providing vertically-tailored, integrated SaaS solutions to over 500,000 global service-based businesses. Established in 2016, EverCommerce offers software solutions that help businesses market their services, streamline day-to-day operations, and enhance customer engagement. The company specializes in powering the service economy with digital transformation across multiple industries, including Home & Field Services, Health Services, and Fitness & Wellness. EverCommerce's technology aims to accelerate growth, improve operations, and increase retention for small and medium-sized businesses, transforming the way they interact with customers through modern digital and mobile applications.

📋 Description

• Define and evangelize a multi-year vision for onboarding and implementation at EverHealth, translating it into a concrete roadmap across the EHR and billing product lines. • Own time-to-first-value as the team's primary metric, redesigning milestones, workflows, and staffing models to shorten it without compromising quality. • Partner with Sales to treat onboarding as an extension of the buying journey, reinforcing the original value proposition and building momentum for retention and expansion. • Shift the team's operating model from feature training to consultative, workflow-based implementation. • Coordinate onboarding across multiple product and feature adoptions, including payments and RCM, into one implementation. • Build and refine a scalable, primarily virtual delivery model for a high-volume base of small and medium-sized practices, reserving onsite engagement for rare exceptions. • Lead a team of managers and support development of the management team and frontline specialists, building career paths. • Create repeatable playbooks, journey maps, and AI-powered tooling to scale efficiently while maintaining a tailored customer experience. • Partner with Product, Support, Customer Success, and Sales to close feedback loops, resolve systemic issues, and ensure seamless handoffs. • Define, track, and report onboarding metrics including time to first value, time to go-live, onboarding CSAT, and adoption at 30/60/90 days. • Serve as an executive escalation point for at-risk implementations and work cross-functionally to restore stalled onboardings. • Report to the VP of Customer Experience.

🎯 Requirements

• 8+ years leading Onboarding, Implementation, or Professional Services teams in SaaS, including at least 3+ years in a director-level or equivalent leadership role. • Proven experience building or scaling a high-volume, remote-first onboarding model for small and medium-sized customers, not a heavy onsite/enterprise implementation environment. • Track record of shifting a team's approach from transactional training to consultative, outcomes-based customer engagement, driven by AI and foundational digital-led content to optimize the experience. • Deep fluency in time-to-value, adoption, and onboarding health metrics, with the ability to translate data into operational change. • Experience managing onboarding across multiple, distinct products or workflows simultaneously. • Strong executive presence and cross-functional influence, with the ability to partner closely with Sales, Product, and Customer Success leadership. • Demonstrated ability to build scalable processes, playbooks, and tooling from the ground up. • Experience with EHR, practice management, or medical billing/revenue cycle management software preferred. • Background in healthcare technology, digital health, or working with small and medium-sized healthcare practices preferred. • Experience navigating HIPAA-compliant environments or other regulated industries preferred. • Familiarity with onboarding/CS tooling (e.g., Salesforce, Gainsight, Totango, Smartsheet, or similar) preferred. • MBA or relevant advanced degree a plus. • Must be eligible to work without sponsorship.

🏖️ Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid • Robust health and wellness benefits, including an annual wellness stipend • 401k with up to a 4% match and immediate vesting • Flexible and generous (FTO) time-off • Employee Stock Purchase Program • Student Loan Repayment Program • Incentive variable in most US locations