Onboarding Specialist

Job Title: Onboarding Specialist
Location: Remote
Type: Full-Time
Starting Salary: $65,000 (potential adjustments based on experience)
Reports to: Director of Customer Onboarding

Associations create change. We amplify it.

Novi AMS helps associations amplify the impact they create for their members and industries. We started in an association boardroom, and everything we build is designed with our association partners in mind.

About the role

Onboarding is where a customer’s relationship with us really begins, and we’re looking for a people-centered Onboarding Specialist to lead new customers through their onboarding journey with Novi AMS. This is a project and change management role: you will guide multiple simultaneous customers from kickoff through go-live, managing the moving parts of each project while helping customer teams navigate the change that comes with adopting new software.
You will own the customer experience across onboarding, act as a trusted advisor to customer teams, and coordinate closely with internal teams to keep every project moving. The ideal candidate combines strong project and change management skills with sharp problem-solving, a consultative mindset, empathy, facilitation ability, and a bias toward anticipating problems before they arise. In short, you’ll pair structure with empathy, keeping projects on track while helping customers feel confident every step of the way.

What you’ll do

Customer Onboarding Project Leadership

• Lead several customer onboarding projects simultaneously, from kickoff through go-live, managing scope, timeline, milestones, and deliverables for each.
• Serve as the primary point of contact and trusted guide for customers throughout onboarding.
• Build and maintain project plans in Rocketlane, tracking progress, dependencies, and risks across concurrent projects.
• Facilitate kickoff, status, and milestone meetings with clear agendas, decisions, and next steps.
• Anticipate roadblocks and surface risks early, driving resolution before they affect timeline or customer experience.
• Use AI tools as part of your daily workflow to prepare for meetings, summarize conversations, draft communications, and keep project details organized, applying your own judgment to validate the results.

Change Leadership & Customer Enablement

• Guide customers through the process and organizational change that comes with adopting new software, setting clear expectations and building confidence at each stage.
• Translate customer goals into a structured onboarding path, helping stakeholders understand what is changing, why, and what is required of them.
• Coach customer teams through adoption, addressing hesitation and building buy-in across stakeholders.
• Act as a consultant to customers, recommending best practices and helping them make informed decisions about their configuration and processes.
• Train new customers on Novi AMS, so they leave onboarding confident and self-sufficient.

Cross-Functional Collaboration

• Coordinate handoff from Sales at kickoff and to the Support and Success teams at go-live, so customers experience one continuous relationship with Novi.
• Partner with Data, Content Migration, Support, and other internal teams to coordinate handoffs and keep onboarding projects moving.
• Collaborate across departments to support related projects and initiatives as needed.
• Communicate customer needs, risks, and dependencies clearly to internal stakeholders.
• Surface product feedback and feature requests from onboarding conversations so customer insight reaches the right teams.

Documentation & Knowledge Management

• Keep records accurate and current in Rocketlane, Tettra, and update other onboarding-related documentation.
• Capture and share process improvements and project learnings to strengthen the team’s collective knowledge.
• Contribute to the continuous improvement of onboarding playbooks, templates, and standards.

Customer Support & Coverage

• Provide coverage for the Support team during their weekly team meetings, and serve as backup or additional coverage when needed or requested.
• Help ensure a seamless customer experience across onboarding and support touchpoints.

Professional Development & Continuous Improvement

• Participate in weekly Onboarding Specialist meetings focused on skill-building and process development.
• Apply new frameworks and methods - in project management, change management, facilitation, and communication - to live onboarding work.
• Seek out opportunities to grow as a strategic project and change leader.

What you’ll need to be successful

Exceptional written communication
You communicate clearly, warmly, and with purpose. You know how to make technical concepts understandable, adapt your approach to different audiences, and provide answers that feel both personal and actionable. Whether you’re leading a kickoff call, a workshop, or writing a project recap, your communication is one of your most important tools.

Technical curiosity and independent troubleshooting
You enjoy figuring out how things work and why they sometimes don't. You approach problems methodically, ask thoughtful questions, and use available resources to investigate before escalating. You're comfortable saying "I don't know yet" because you're confident in your ability to find out.

Practical AI fluency
Hands-on experience using AI tools to research, solve problems, or improve workflows, with the ability to evaluate their output and recognize when human judgment is needed.

A creative, customer-focused mindset
You look beyond the immediate question to understand what the customer is trying to accomplish. When the original approach isn't possible, you explore alternatives and help them find a path forward. You want customers to walk away not just with a solution, but with new ideas and a better understanding of what's possible.

Ownership and good judgment
You take responsibility for moving things forward while balancing thoroughness with efficiency. You know when a question needs a quick answer, when to dig deeper, when to ask for help, and when to escalate. You manage competing priorities, advocate for customers, and follow through on commitments without needing to be reminded.

Initiative and adaptability
You're comfortable trying new approaches, learning from what works (and what doesn't), and adjusting as you go. You welcome feedback, embrace change, and aren't afraid to challenge an existing process when you see an opportunity to make it better.

Systems thinking
You recognize that individual onboarding projects often reveal bigger opportunities. You notice patterns, connect information across different sources, and think about how solving a problem once could prevent it from happening again.

What success looks like

Within your first six months, you’ll be independently leading several onboarding projects from kickoff through go-live, with the product knowledge and confidence to guide customers through key configuration decisions.

You’ll be running focused, productive meetings, keeping Rocketlane and Tettra current, and partnering closely with Sales, Support, and Success so every handoff feels seamless to the customer.

Beyond individual projects, you’ll be contributing to the playbooks, templates, and standards that make onboarding better for every customer who comes after.
Most importantly, customers will finish onboarding feeling confident, capable, and excited about what they can accomplish with Novi.

What you'll bring

• 2+ years of experience in customer onboarding, implementation, project management, or a comparable customer-facing role.
• Strong project management skills - able to plan, organize, and lead multiple concurrent projects with competing priorities and deadlines.
• Change management capability - experience guiding people or organizations through transitions with empathy and structure.
• Ability to lead without authority - influences and drives outcomes across customer and internal teams without relying on formal reporting lines or positional power.
• Strong problem-solving skills - diagnoses root causes and resolves issues before they escalate.
• Consultative approach - acts as a trusted advisor to customers, guiding decisions and recommending best practices rather than simply executing requests.
• Strong meeting facilitation skills - able to run focused, productive meetings that drive decisions and next steps.
• Excellent written and verbal communication skills, with the ability to explain processes clearly to non-technical audiences.
• Customer-facing experience with a service-oriented, empathetic approach.
• Strong organizational skills and attention to detail across multiple projects at once.
• Hands-on experience using AI tools to improve your work, with a willingness to experiment and learn as the technology evolves.
• Comfort learning and using software tools (e.g., Rocketlane, Tettra) to manage work and documentation.
• Ability to work both independently and collaboratively in a remote team environment.
• Authorization to work in the United States and availability to work 8 AM – 5 PM in your local time zone (Eastern, Central, Mountain, or Pacific).

Bonus points for experience with:

• Strongly Preferred: Experience using Novi AMS
• Experience in a SaaS onboarding, implementation, or customer success role.
• Familiarity with associations, nonprofits, or membership-based organizations.
• Formal project management or change management training or certification (e.g., CAPM, PMP, Prosci).
• Experience with project management tools (Asana, Monday, Wrike, or similar).
• Training in meeting facilitation, crucial conversations, or negotiation.

Why join Novi?

• Remote-first, for over a decade. We've been fully remote for more than 10 years. Work from your home office anywhere in the United States, with the equipment and support you need to succeed.
• Benefits that matter. Fully paid family health, dental, and vision insurance, generous PTO, paid holidays, family-friendly leave policies, and a 401(k) match.
• Life outside of work matters. We believe great work and a full life should go hand in hand. Family, friends, flexibility, and work-life balance are part of our culture.
• Room to grow. We invest in professional development, certifications, continuing education, and opportunities to take on new challenges and advance within Novi.
• A team that has your back. We value different perspectives, share what we learn, help each other succeed, and celebrate wins big and small.
• The opportunity to make an impact. On a small team, your ideas matter. You'll have a real voice in how we support customers, improve our tools, and shape the future of the customer experience.

Learn more about our culture →

Compensation

The starting salary for this position is $65,000, with adjustments based on experience and qualifications.