Director of Onboarding – Enablement

🔥 1 minute ago

🐎 Kentucky – Remote

🐎 Kentucky – Remote

💵 $84k - $114k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 17%

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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ZipLiens

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

ZipLiens is a company that specializes in personal injury lien resolution services. They offer technology solutions and expert negotiation services to help law firms save time and resources spent on resolving various types of liens, such as healthcare and insurance liens. ZipLiens integrates with personal injury firms to provide significant time and cost savings, improving productivity and profitability. Their services also include process transparency and responsive communications through a customer portal. ZipLiens aims to ensure quality and timely reductions in liens by handling cases related to Medicaid, Medicare, military liens, private health insurance, hospital liens, and more. They are trusted by top law firms across the US for their efficient and effective lien resolution skills.

📋 Description

• Own the end-to-end new customer implementation experience from signed agreement through steady state • Create and operate a standard onboarding framework with owners, stage gates, service commitments, and measured time to value • Define onboarding paths for standard, pilot, custom, cross-product, and vertical-specific engagements • Coordinate onboarding across Customer Success, Account Management, Operations, Product Support, Sales, Partnerships, Product, Finance, and Marketing • Identify off-track onboardings, perform root cause analysis, and lead interventions • Build customer-facing knowledge bases, tutorial and walkthrough videos, one-pagers, training decks, and portal adoption materials • Design and deliver kickoff, live, self-serve, refresher, internal training, certification, and ramp curricula • Establish content governance with versioning, review cadence, named owners, and brand consistency • Define and report onboarding and enablement KPIs, including completion, time to value, training participation, content utilization, and early adoption • Use AI and data to identify customer friction, improve onboarding, and develop content and automation • Collect post-onboarding feedback and translate it into program changes • Surface onboarding and adoption friction to Product and advocate for improvements • Own the Sales-to-Onboarding handoff and the transition from onboarding to ongoing account management • Design the Onboarding & Enablement function, including structure, roles, documentation, and hiring sequence • Design the program for expansion into new verticals and business lines

🎯 Requirements

• 5+ years in customer onboarding, implementation, customer education, or enablement within B2B SaaS or tech-enabled services, including 3+ years owning a program end to end or leading a team • Demonstrated experience building an onboarding or implementation program from scratch, or materially rebuilding one, with measurable results • Hands-on content creation experience across knowledge base articles, video tutorials, decks, one-pagers, and structured training curriculum • Experience driving adoption of a customer-facing portal or platform • Proven ability to run programs across teams that do not report to them, with clear ownership and follow-through • Proven ability to operate as a founding function owner, setting priorities independently and bringing forward recommendations rather than open questions • Proficiency with enablement and support tooling, including knowledge base and help center platforms, video and screen capture tools, learning management systems, and CRM such as HubSpot • Instructional design or adult learning experience is preferred • Bachelor's degree required; focus in business, communications, education, or a related field is preferred • Experience in legal services, personal injury, or litigation-adjacent technology is preferred • Ability to travel up to 20% • Applicants must be authorized to work in the United States without the need for employer-sponsored visa support now or in the future

🏖️ Benefits

• Private Health Care Plan (Medical, Dental & Vision) • Company HSA contributions for HDHP participants • Flexible Spending Accounts (Health & Dependent Care) • Company-Paid Short-Term Disability Coverage • Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options • 401(k) Plan with Company Match • Paid Time Off (Vacation, Sick Time & Select Holidays) • Paid Parental Leave • Opportunity for a discretionary bonus