Onboarding Manager

Onboarding Manager

The Onboarding Manager is responsible for leading customer onboarding and implementation projects from kickoff through go-live/transition. Acting as both the project manager and implementation specialist, this role manages customer relationships, drives project execution, configures the Revver platform, and ensures successful adoption of the solution.

The ideal candidate combines strong project management skills with technical aptitude, business process consulting, and customer-facing expertise to deliver high-quality implementations on time and within scope.

Who You Are

• A natural project leader who thrives within the structure of project management, but has the ability to adjust and adapt to customer needs. Adept at keeping multiple projects moving forward in parallel, and holding customers accountable to deadlines without losing sight of the partnership and relationship.
• Someone equally comfortable translating business requirements into system configuration and explaining technical concepts to non-technical stakeholders.
• A confident communicator who can navigate change-management conversations, set expectations, and keep customers engaged through a multi-week engagement.
• A builder who looks for ways to standardize, scale, and improve the onboarding process rather than solving the same problem from scratch each time.

What You'll Bring to the Table

• 3+ years in implementation, onboarding, project management, or a related customer-facing role (SaaS or document management experience preferred).
• Proven track record of managing multiple concurrent implementation projects on time and within scope.
• Strong business process advisory skills — able to map a customer's existing workflows and translate them into the platform, along with best-practice recommendations for improvement.
• Excellent written and verbal communication; comfortable presenting to executive sponsors as well as day-to-day system administrators.
• Skilled at managing scope, risk, and timelines across multiple internal and external stakeholders.
• Data-informed: comfortable tracking project milestones, user and adoption metrics, and project health.
• Bachelor's degree in business, information systems, or a related field preferred but not required — we value demonstrated impact and outcomes over credentials.

You don't need to be an engineer, but you must be technically fluent and comfortable collaborating with product and engineering teams:

• Systems & integrations: Familiarity with terminology such as APIs, webhooks, SSO, and common SaaS integration patterns.
• Platform configuration: Hands-on experience configuring workflows, user permissions, metadata, and document structures within a SaaS platform. DMS experience is a plus.
• Project & CRM management: Experience with project management platforms (e.g., Smartsheet, Asana, monday.com) and CRM/support tools such as Salesforce and Intercom.
• AI product knowledge: Practical understanding of AI/LLM capabilities and limitations (prompt hygiene), safe deployment considerations, and how AI features translate into customer value during onboarding.
• Security & compliance literacy: Able to discuss data privacy, access controls, and governance requirements with customers during implementation planning.

You Get Bonus Points With

• Experience implementing document management, content services, or workflow automation platforms.
• Background in business process consulting or management consulting.
• Experience training end users or running enablement sessions for enterprise customers.

What You'll Do

• Lead kickoff & discovery: Run kickoff calls to understand each customer's goals, current workflows, and success criteria, then translate them into a project plan, while scope locking the deliverables.
• Manage the project: Own the implementation timeline, coordinate internal and customer resources, track milestones, and proactively manage risk to keep projects on schedule.
• Configure & implement the platform: Build out workflows, permissions, metadata structures, and integrations within Revver to match each customer's business requirements.
• Advise on process & best practices: Subject matter expert that advises customers on document management, business processes, and workflow best practices, helping them design efficient processes that replace manual efforts and obsolete practices.
• Drive adoption at go-live: Train administrators and end users, confirm data and configuration are production-ready, and ensure a smooth transition from implementation to ongoing success.
• Manage the customer relationship: Serve as the primary point of contact throughout onboarding, set clear expectations, and communicate status, risks, and wins to stakeholders at every level. This includes introducing key project team members in areas such as migration and integration.
• Enable customers on AI features: Introduce customers to relevant AI capabilities during onboarding and help them understand how to use them efficiently and effectively.
• Hand off cleanly and concisely: Partner with Customer Success to ensure a smooth transition from onboarding to long-term account management, with complete documentation of configuration and open items.
• Improve the process: Build and refine onboarding playbooks, templates, and automation to make implementations faster, more consistent, and more scalable.
• Other tasks as determined by leadership & departmental need: Other tasks not outlined in this posting determined by company and departmental need.