The Onboarding & Implementation Specialist owns the journey from signed contract to live, confident Club.
You are the bridge that prevents sales context from being lost between close and go-live — the single point of coordination between the customer, the hardware team, and the CS team who makes sure everyone knows what was promised, what needs to happen, and who is responsible for what.
This role exists because context gets lost after a deal closes. Customers feel like they're starting over, and things fall through the cracks between sales, CS, hardware, and ops. You fix that. Your success is measured by how fast and how smoothly Clubs get to live, and by how guided the experience feels along the way.
This is not an account management role, and it is not a technical implementation role. Your job is to make sure the right people do the right things at the right time — not to do everything yourself.
You are hyper-organized, genuinely warm, and the kind of person customers look forward to hearing from. You are a natural coordinator — you know how to get the right people in the room, keep momentum moving, and stay on top of a dozen things at once without dropping any of them. You don't need to be the most technical person on the call, while being fluent enough in the system to lead implementation conversations and know when to loop in someone who goes deeper.
You have a bias for responsiveness. When someone signs, you are on it the same day.
Handoffs and pipeline ownership
- Own the formal Sales → Onboarding handoff: receive a structured brief from Sales at deal close, confirm all account details, and formally kick off the implementation process within 24 hours.
- Carry the sales context forward — understanding what was discussed, what was promised, and what matters most to each customer — so downstream teams never have to rediscover it.
- Own the formal Onboarding → CS handoff: document account status, configuration, open items, and any commitments made before transferring a live Club to the CS team. Nothing gets handed off without a complete record.
- Run a recurring internal pipeline call — keeping Sales, CS, hardware, and Operations aligned on every active onboarding. You own this meeting, the agenda, and the follow-through.
- Maintain a live, accurate onboarding pipeline view that anyone on the team can reference without asking you for a status update.
Implementation coordination
- Be the first point of contact once a deal closes — reach out immediately, set expectations, and get the process moving.
- Coordinate across hardware, CS, sales, and operations so no handoff is ambiguous and no action item is orphaned.
- Set customer expectations clearly: what forms are needed, what calls are happening, who handles what, and what comes next.
- Route technical questions to the right owner rather than personally resolving every configuration detail.
Customer experience
- Run structured kickoff calls, implementation check-ins, and go-live confirmations with new Clubs.
- Be fluent in core features — Reservations, Events, Memberships, Coaching, Replays — so you can answer common questions on the spot.
- Know when to escalate and who to bring in for deeper technical questions.
Post-launch follow-through
- Check in with Clubs after go-live to confirm everything is working and surface any early issues before they become problems.
- Hand off cleanly to the CS team once the Club is stable and self-sufficient, with a complete record of configuration and any open items.
- Exceptional organizational skills and attention to detail.
- Several successful years in a client-facing role — onboarding, implementation, and project coordination (or equivalent experience).
- You create and track in systems — not in your head.
- Strong communicator — warm, clear, and professional with customers at all levels.
- Comfortable learning a technical product and explaining it to non-technical operators.
- Experience with several CRM or project management tools.
- Self-directed; able to manage multiple implementations simultaneously without losing track.
- Higher education degree preferred but not required.