Implementation Consultant
Function: Customer Experience
Reviewed Date: 2.2026
Position Summary:
The Implementation Consultant is responsible for managing the end-to-end partner onboarding process of our small to medium clients. To ensure a smooth transition of all clients this position owns implementation project plan development, partnership communication, internal strategy and operations for their current implementations, and change management for all stakeholders impacted by the implementation. this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention. This role will be expected to manage customer expectations while partnering with product and engineering to deliver a constant improving modern platform.
Key Responsibilities:
- Lead new client implementation projects, providing technical support and guidance on best practices for Government clients.
- Designing and executing implementation plans.
- Act as a proactive and organized project manager, guiding new clients through the implementation process and shortening time-to-value.
- Manage and coordinate multiple customer implementations simultaneously as the implementation lead.
- Gather customer requirements through interview and analysis and translate to our product’s capabilities.
- Configure product software applications for customers using a training and enablement approach.
- Track project plans, and report project progress to appropriate parties.
- Participate in knowledge transfer sessions, product training and other strategic initiatives as needed.
- Consult with customers on system configuration based on product and industry best practices.
- Facilitate touchpoints and status meetings with customers in a timely and professional manner.
- Troubleshoot functional issues arising from implementations.
- Identify opportunities for knowledge management, documentation and service automation, and participate in creating those tools.
- Focus on new customer adoption of our product leading to a successful handoff post implementation to the Customer Success team.
Skills and Experience Needed:
- Bachelor’s degree in business, or a related field, preferred.
- 3-5 years of experience in a customer-facing role managing customer implementations in a SaaS company.
- 2-3 years' experience with cross-functional collaboration including Sales, Implementation, Support, Product/Development, and other internal teams.
- Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
- Excellent problem-solving and analytical skills, with the ability to identify and address issues in a timely manner.
- Ability to manage customer conversations at all levels, including direct or indirect negotiations.
- Ability to work independently and manage multiple customer accounts simultaneously.
- Experience using Microsoft Office, Salesforce, ChurnZero, or similar systems.
- Excellent verbal, written, presentation and project management skills.
Competencies:
Accountability
Adaptability
Applied Learning
Business Acumen
Collaboration
Customer Focus
Dealing w/Ambiguity
Decision Making
Driving for Results
Initiating Action
Planning & Organizing
Technical/Professional Knowledge/Skills
About the company:
Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.
Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.
OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities.
Benefits and Perks:
- Company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- US Based Employees
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
- Medical Flexible Spending Accounts available.
- Dependent Care Flexible Spending Accounts available.
- Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
- 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
- Paid Time Off (PTO)/Holiday
- CAN Based Employees
- Employer paid Life and Accidental Death Insurance
- Contribution to Health Care Spending Account
- Dependent Life Insurance
- Optional Life Insurance
- LTD Insurance
- Drug and Paramedical Coverage
- Dental Insurance
- Vision Insurance
- EAP
- AUS Based employees
- Monthly stipend for insurance purchase
- UK Based Employees
- Employer contribution to pension
- EAP
Diversity Statement - Culture of Togetherness:
At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.
OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email [email protected].
Top Skills
What We Do
At OnBoard, we believe board meetings should be informed, effective, and uncomplicated. That’s why we give boards and leadership teams an elegant solution that simplifies governance. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 2,000 organizations and their 12,000 boards and committees in 32 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and corporate enterprise business, OnBoard is the leading board management provider.
We are always looking for smart people to join us - check out the current openings:
https://www.onboardmeetings.com/about-us/careers
With its headquarters in Indianapolis, Ind., OnBoard is a global company with offices in London, Sydney, and Montreal.
