Onboarding Specialist I

About the Role

The Onboarding Specialist I is responsible for coordinating and executing customer onboarding projects from contract signature through successful activation. This role serves as the primary day-to-day project coordinator for customers during onboarding, helping ensure projects remain organized, on track, and aligned to onboarding milestones.This role will work across a range of customers to deliver a tailored onboarding experience based on their industry, size, and needs. 

This role is ideal for individuals who are highly organized, customer-focused, and motivated to develop strong project management and implementation skills within a SaaS environment.

The Onboarding Specialist I works within established onboarding processes and operational frameworks to support successful customer outcomes, maintain project momentum, and deliver a consistent onboarding experience. This role partners closely with Sales, Product, Engineering, Customer Success, Education, and Support teams to help customers successfully launch on Boulevard.

What You’ll Do

• Manage customer onboarding projects from kickoff through activation using established onboarding processes and implementation standards.
• Serve as the primary customer contact throughout onboarding, maintaining consistent communication and strong customer experience standards.
• Coordinate onboarding project plans, timelines, milestones, and customer deliverables.
• Help maintain customer momentum by following up on action items, reinforcing timelines, and driving milestone completion.
• Track onboarding progress and maintain accurate project documentation across Salesforce, GuideCX, and operational systems.
• Support onboarding quality by coordinating configuration tasks, data collection, testing activities, and launch readiness preparation.
• Identify project risks, delays, or blockers early and escalate concerns appropriately.
• Partner cross-functionally with Sales, Product, Engineering, Data Migration, Support, Education, and Customer Success teams to help resolve customer needs and onboarding dependencies.
• Maintain strong organizational discipline across a portfolio of onboarding projects while balancing competing priorities.
• Contribute ideas and feedback to improve onboarding processes, customer experience, and operational efficiency.
• Participate in onboarding enablement, coaching, and continuous learning opportunities.

What You’ll Bring

• 1–3 years of experience in customer onboarding, project coordination, implementation, customer success, or account management roles.
• Strong organizational and time management skills with attention to detail.
• Ability to manage multiple projects and competing priorities simultaneously.
• Strong written and verbal communication skills.
• Ability to build customer relationships while maintaining professionalism and accountability.
• Comfortable working within structured processes, timelines, and operational expectations.
• Strong follow-through and ownership mindset.
• Ability to identify problems, ask questions, and escalate issues appropriately.
• Technical aptitude and ability to learn SaaS onboarding workflows, system configurations, and operational processes.
• Willingness to learn and develop project management, customer management, and onboarding expertise.

Bonus Points For

• Experience in SaaS onboarding or software implementations
• Experience using Salesforce, GuideCX, or similar CRM/project management platforms
• Experience within wellness, healthcare, med spa, salon, or service-based industries
• Experience managing customer-facing projects or timelines

Success in This Role

In Your First 30 Days

• Complete onboarding training and become familiar with Boulevard’s products, onboarding methodology, systems, and customer journey.
• Shadow onboarding projects and learn onboarding operational standards and workflows.
• Begin supporting customer communication, project coordination, and onboarding administration tasks.

By 90 Days

• Independently manage a portfolio of onboarding projects with support from leadership and team processes.
• Maintain accurate project updates, customer communication, and onboarding documentation.
• Demonstrate strong organizational discipline and customer follow-through.

By 6 Months and Beyond

• Successfully manage onboarding projects with limited oversight.
• Demonstrate consistent onboarding execution, project organization, and customer accountability management.
• Maintain strong portfolio hygiene, forecasting discipline, and customer communication standards.
• Contribute positively to team collaboration, onboarding quality, and customer outcomes.

Key Performance Expectations

• Consistent progress toward activation velocity benchmarks
• Accurate and timely project documentation
• Strong customer communication and responsiveness
• Healthy portfolio management and project organization
• Consistent adherence to onboarding processes and operational standards
• Proactive escalation of onboarding risks and blockers

Key Attributes for Success

• Highly organized and detail-oriented
• Strong customer service and communication skills
• Coachable and eager to learn
• Reliable and accountable
• Calm and structured under pressure
• Strong follow-through and prioritization skills
• Collaborative mindset and team-oriented approach
• Positive attitude with willingness to adapt and grow