Onboarding Specialist

• Guide new T4 and T5 tier customers through the full MoeGo onboarding process from kickoff to go-live
• Conduct product walkthroughs, training sessions, and Q&A calls to drive early product adoption
• Manage a portfolio of onboarding accounts simultaneously, ensuring timely milestones and customer satisfaction
• Partner with Account Executives to ensure a smooth handoff from sales to onboarding
• Document customer configurations, progress, and outcomes in CRM and project management tools
• Identify and escalate risks or blockers that may impact the customer experience
• Contribute to the continuous improvement of onboarding playbooks, resources, and processes
• Collaborate cross-functionally with Support, Product, and Sales teams to resolve customer issues

Junior Onboarding Specialist

• Host new inquiry calls with families (script + training provided)
• Gather key details to help with proper group placement
• Walk families through first steps in our onboarding process
• Coordinate and share welcome call scheduling with the OTA
• Manage weekly scheduling, reschedules, pauses, and cancellations
• Maintain and update our master roster and member placement lists
• Coordinate attendance updates with the Billing Administrator
• Communicate with families regarding schedule changes
• Keep gamertags, usernames, and platform info organized and up-to-date
• Support smooth daily operations across the therapy, admin, and tech teams
• Serve as an approachable contact for parents during onboarding
• Work closely with our OTA Team, Admin and Billing Specialist, and Group Program OT
• Help identify gaps in processes and contribute to ongoing improvements

Scheduler – Onboarding Coordinator

• Own the onboarding journey: Guide providers from first contact through contracting, credentialing, and initial patient assignment, ensuring a seamless and supportive experience.
• Collaborate cross-functionally: Partner closely with Clinical Operations, Credentialing, and Care Coordination teams to align on capacity needs and onboarding timelines.
• Maintain pipeline visibility: Track metrics such as response rate, conversion rate, onboarding duration, and ramp-up progress to identify trends and bottlenecks.
• Drive provider pipeline growth: Identify, engage, and nurture relationships with licensed therapists, psychologists, and clinical social workers across Sailor’s target states.
• Ensure compliance readiness: Verify that all required documents are complete, accurate, and compliant with Sailor’s standards.
• Enhance provider experience: Act as a point of contact for new clinicians, addressing questions quickly and ensuring they feel supported and excited to join Sailor.

Provider Onboarding Specialist

• Manage the full onboarding lifecycle for high-volume merchant accounts across multiple acquirers
• Process applications from submission through activation and transaction readiness while meeting 24-hour SLA timelines
• Act as the primary point of contact for internal sales teams and acquirer underwriters
• Coordinate application completion, documentation accuracy, and timely approvals
• Review and audit merchant applications and supporting documentation before submission.
• Identify discrepancies, missing information, and potential issues to prevent rework and application pends.
• Complete accurate data entry across multiple acquirer portals.
• Maintain up-to-date records within Salesforce and internal tracking systems.
• Manage ongoing follow-ups, status updates, and active onboarding workflows.
• Document and share onboarding process updates, acquirer mandates, and operational changes with the team.
• Identify opportunities to improve onboarding workflows, SOPs, and overall operational efficiency.

Onboarding Specialist, Client Onboarding & Payment Operations

• Act as the primary point of contact for new customers from Day 1
• Lead customers through their initial setup planning, training, and adoption milestones
• Proactively check in with users post installation to ensure they are using the platform and hitting their goals
• Be the conduit between the customer and Xtract One to ensure resolution is achieved when issues arise
• Track the production and shipping of gateways to ensure the hardware is moving
• Coordinate with the Technical Director to ensure Field Service Engineers (FSEs) are scheduled for installation in sync with hardware delivery
• Coordinate with the Support lead to resolve any technical 'hiccups' during the first 60 days of the customer's journey
• Maintain the Deployment Tracker so the VP of CX has a real-time view of every account
• Identify bottlenecks (e.g., hardware delays or scheduling conflicts) and bring them to the VP with clear data so a decision can be made

Customer Success Coordinator

• Own a portfolio of onboarding salons each month (typically up to ~20), managing them through the full onboarding journey from kickoff to go-live.
• Help salon owners quickly understand and realise the value of Phorest — from core setup to advanced features.
• Design and deliver onboarding plans tailored to each business, including education through Phorest Academy, instructor-led training, and strategic guidance.
• Drive strong product adoption across key features such as PhorestPay, Online Store, and Online Reputation.
• Partner closely with the Sales team to ensure a smooth transition from purchase to launch.
• Lead “Graduation” conversations with salon owners, showcasing the impact Phorest is already delivering before they transition to our Grow team.
• Forecast your monthly pipeline with your Team Lead and ensure your accounts successfully go live within agreed timelines.
• Act as a trusted advisor and escalation point, solving challenges with practical, action-oriented solutions.

• Lead the end-to-end implementation process, including scoping, data migration, system configuration, consultations and user training
• Collaborate closely with customers to gather requirements, set timelines, and manage expectations
• Analyze customer data, ensuring accuracy and alignment with project goals
• Build and execute workflows to support clients in adopting our platform efficiently
• Conduct tailored training sessions for customer teams, enabling them to maximize product value
• Monitor and report on key implementation milestones, escalating issues when necessary
• Serve as a bridge between customers and internal teams (Sales, Product, and Customer Success) to ensure a smooth handoff post-implementation

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