What are we looking for?
An Implementation (Onboarding) Specialist who will blow our hair back.
Where are we looking?
This is a remote position, but must be U.S. based.
What type of job is this?
Full-time. And then some. (hey, we’re a start-up!)
Who would you report to?
Our Director of Partner Development. She’ll also blow your hair back, especially on the Karaoke stage.
OneVision is a dynamic and innovative B2B company that is revolutionizing smart home technology support. As we continue to grow, we are seeking a passionate and driven individual to join us as our first dedicated Partner Onboarding Implementation Specialist. Your core purpose will be to delight our customers (we call them Partners) with experiences and outcomes that maximize their growth and ours. Also, this is a unique opportunity for a trailblazer to shape the onboarding function and play a pivotal role in the success of our Partners.
Responsibilities:
Lead new Partners through the end-to-end onboarding process, ensuring a seamless transition from the sales phase to active usage of our product. This involves fostering momentum and positivity among partners to achieve onboarding milestones and utilize the platform effectively.
Assist Partners in configuring and customizing the OneVision product to meet their specific needs, including needs analysis, systems setup, user role assignment, and initial system configuration.
Provide initial technical guidance to Partners, addressing technical queries, troubleshooting issues, and ensuring a solid understanding of the product's functionalities.
Serve as the primary point of contact for Partners during the onboarding process. Utilize your excellent communication and EQ skills to manage progress, set expectations, and coordinate efforts with internal teams, including dedicated trainers.
Project management skills are vital. Effectively manage and complete on-time multiple projects simultaneously. This includes prioritizing time across multiple onboarding projects at once, aligning schedules, setting milestones, allocating internal resources, and ensuring a smooth transition from the initial setup to the training phase.
Identify and address any issues or challenges that Partners may encounter during onboarding. Collaborate with internal teams, including technical support, to ensure prompt resolution.
Educate new Partners on key features and functionalities of the product configuration. Collaborate with Trainers to provide resources and guidance to help Partners become proficient users to maintain their system post-onboarding.
Work closely with dedicated trainers to ensure a smooth handover from the initial setup to the training phase. Communicate Partner configurations, requirements, and any specific considerations.
Create and maintain onboarding documentation, guides, and resources to support Partners. Ensure that Partners have access to clear and comprehensive materials to aid their onboarding journey. Keep your project plans and meeting notes organized and up to date in our system of record.
Gather feedback from Partners about their onboarding experience. Use insights to improve processes, documentation, and overall onboarding effectiveness.
Contribute to innovations in our processes, operations, tools, onboarding structure structure, and service offerings. Build Partner-facing items like presentations, project plans, data schemas, onboarding and migration guides, and success plans.
What you should bring to the table:
Bachelor's degree in relevant field or equivalent practical experience;
3-5 years of experience in a Customer-facing role, with a focus on onboarding project management and software implementation;
Basic technical aptitude and the ability to quickly grasp the technical aspects of a SaaS product;
Strong project management skills, including the ability to organize tasks, set timelines, and coordinate efforts for simultaneous onboardings;
Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable way;
Strong interpersonal skills, a high degree of emotional intelligence, and be a great listener;
Entrepreneurial spirit and adaptability to thrive in a dynamic, start-up environment;
Ability to digest and work through detailed, complex situations and provide solutions;
Results-driven mindset with a focus on achieving positive outcomes for Partners;
High emotional intelligence and relationship building skills for navigating the various challenges associated with working with diverse people to bring Partners live;
A love for improving processes;
A willingness to iterate daily - we really, really mean this;
The ability to make informed, independent decisions juggling multiple projects and priorities;
A willingness to voice your opinion and engage in thoughtful debates - may the best idea win! Check your ego at the door;
A reliable work ethic and focus on delivering results, whatever it takes; and,
A strong desire to be a team player - we are all in this together.
What will get our attention (our “nice-to-haves”)
If you have a working knowledge of the custom-integration (CEDIA) industry, having worked with an integrator and/or a vendor to integrators;
If you have experience spearheading building well-developed onboarding processes;
If you have experience integrating software or processes in with an existing organization;
If you have experience in Change Management;
If one of our mothers refers you.
What do we bring to the table?
A team of aces willing to do anything for each other;
Competitive salary;
100% company-paid medical insurance;
Eligibility for dental, vision, short-term disability, and life insurance;
Flexible time off policy;
Employee funded 401K plan;
Remote work-friendly--we’re a fully distributed team
Who are we?
Remember the cartoon The Jetsons, as a kid? Or, how about the movie, Iron Man? Both have something in common: they showcased really bad-ass homes souped up with the kind of technology that would blow your mind if that technology actually existed in real life.
What was fiction back then is rapidly becoming real life. Consumer technology and smart-home systems are evolving at a rapid pace, which means homes being built or renovated in the coming years are going to look more and more like those homes in the movies. Ten years from now, homeowners will need a personal IT Director to help them manage all this new home technology because, well… the technology in our homes is getting smarter, but we as humans aren’t necessarily getting smarter at fixing it when it stops working for any reason.
Our Founder realized this when he launched our company, OneVision Resources. We envision our company serving as that front-line “IT Director” for people’s homes by providing remote support over the phone and email to homeowners when their technology stops working. And you probably have enough tech in your own home to know yourself that this happens all the time and for a variety of reasons - an ice storm knocks everything offline, a software update goes wrong, or the kids mess with the remote and you can’t figure out how to get your cable channels back on the screen.
We don't market our support service directly to homeowners. Instead, we provide this support to homeowners through the local professional installation company that the homeowner hired in the first place to install their home technology. We call these installation companies our Partners. Think of us like an outsourced help desk to these Partners. These installation companies are really good at installing the technology, and then they use us to provide consistent, high-quality remote service & support to their clients when that technology stops working.
Our ability to provide high-quality support to the clients of these installation companies relies upon a strong and super tight relationship with each of these installation companies.
Which is where you come in. Keep reading to understand how.
What would a typical day look like?
The role of an Onboarding Implementation Specialist can be compared to that of an orchestra conductor. Similar to how a conductor brings together various musicians, each with their specialized instruments, the Implementation Specialist orchestrates the onboarding process, harmonizing the efforts of different teams and ensuring a seamless integration of components to create a successful and unified experience for the Partner.
Our Onboarding Implementation Specialist focuses on onboarding our external Partners (local home technology companies referenced in the above section). As the first person these partners will interact with after signing their contract, you are the “face” of OneVision for the first stage of the relationship. There is a substantial amount of information the Partner needs to pull together such as end user client data, and work that the Partner needs to do on their side to facilitate a smooth transition; so as a project manager, you are also responsible for motivating Partners to meet critical deadlines.
You wake up every morning with one primary thought on your mind: what can I do today to make sure our newest Partners are fully supported and set up for success in their tailored onboarding journey in order to successfully go live on the OneVision platform?
With this primary question in mind, the Onboarding Implementation Specialist focuses upon delivering remote onboarding services to these Partners when they first enter into a partnership with us, and navigating them through the critical integration of our processes and systems into their existing framework. The Onboarding Implementation Specialist works closely with our Trainers, who run point on navigating the overall onboarding experience for new partners, and with the Partner Success Managers who manage the ongoing Partner relationships after each Partner has gone live with our support platform. The Onboarding Implementation Specialist ensures that partner-specific integrations are documented and that any outstanding issues discovered along the way are communicated to others on the OneVision team, so that all their hard work can be leveraged to allow that new Partner to kick ass.
Some examples of a Onboarding Implementation Specialist’s typical daily activities are as follows:
Setting, planning for, and leading video-conference meetings with various representatives from new Partner teams;
Working with Partners to prepare phone, email, subscription management, and email marketing systems for “Go Live.” This includes working with CNAMES, DNS records, Stripe payment set-up, and facilitating phone and email forwarding.
Consulting with Partner’s leadership team on how to integrate the OneVision platform into their unique organization prior to the full team training, modifying as needed based on the platform level purchase
Establishing yourself as a strategic ally to the leadership teams of our Partners, and leveraging that relationship to prime the Trainers and Partner Success Managers to drive change management within our Partners’ organizations;
Communicating the needs of our new Partners back to the appropriate persons within our company. Coordinating with internal teams, such as technical support, trainers, and product development, to discuss any ongoing issues, updates, or client feedback, ensuring alignment on onboarding goals and objectives.
Communicating with Partners about updates on the onboarding progress, following up with them about the status of information they need to provide, and addressing any questions or feedback they may have.
Scheduling check-in calls or meetings with Partners to assess the progress of their open items and assigning and managing deadlines. Like a skilled conductor adapting to the tempo of the orchestra, showcasing your ability to adapt to evolving Partner needs and improvise solutions when the unexpected occurs.
Reviewing and updating project plans, timelines, and milestones for ongoing onboarding projects. Ensuring that tasks are on track and that each partner project is progressing according to schedule. This includes working with all parties (internal and external) to negotiate timelines and deliverables.
Providing technical assistance to Partners, helping them navigate the platform set-up, configure settings, and address any technical challenges. Collaborate with internal technical support teams if needed.
Work on customizing the product based on the specific needs and requirements of each Partner. This may involve configuring features, setting up user access, and ensuring the platform implementation aligns with their objectives.
Creating or updating onboarding logistics documentation, guides, and resources for Partners. Ensure that clients have access to clear and comprehensive materials to support their onboarding journey.
Coordinating with dedicated Trainers and Partner Success Managers to facilitate a smooth transition from the technical onboarding phase to more in-depth product training and beyond. Share relevant client configurations and requirements with the rest of the Partner Development team.
Studying and internalizing the latest iterations to our platform, and internalizing how to best onboard our Partners on said iterations;
Thinking about new ways to secure full buy-in and engagement in our platform from new and existing Partners, and then executing upon those ideas;
Conducting regular check-ins with partners to gather feedback, fine-tuning the onboarding process for a symphony of success.
Curious if you’ll fit our culture?
Do you believe there’s always room for improvement? We are constantly in the pursuit of perfection when it comes to our client experience.
Do you always have a backup plan? Things rarely go according to plan, so it’s important to be prepared. Or have MacGyver’s cell number.
Are you frequently putting yourself in others’ shoes? We pride ourselves on being empathetic to any partner’s situation, and give them the benefit of the doubt.
Do you always dot your i’s and cross your t’s? Attention to detail is a must. We don’t bend on this one.
Can you keep a secret? Good, because our end-users’ privacy is a top priority.
Are you happy to lend a helping hand? We’re a small, tight-knit group and at times all wear a number of different hats.
Are you transparent and do you prefer addressing the elephant in the room? We pride ourselves on being upfront and honest, and believe it’s one of the things that sets us apart from the pack.
Do you pick up the ball that someone else may have dropped? We’re looking for people that own the company goals beyond just doing their job.
Are you OK with making a mistake? We are too, as long as we learn from them and don’t repeat.
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