The Role
Lead end-to-end onboarding for complex advisor clients, design and refine onboarding programs and training, mentor junior specialists, analyze adoption data to mitigate risk, maintain onboarding playbooks, collaborate cross-functionally, represent client needs in product discussions, and track progress in Salesforce. Travel ~4-6 weeks/year.
Summary Generated by Built In
Why Great Gray Group & RPAG?
RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry’s leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.
At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.
The Role
We are adding a Senior Onboarding Specialist to our Customer Success team. Building on a strong foundation in client enablement, the Senior Onboarding Specialist takes ownership of the most complex and high-value client onboarding engagements, while also playing a leadership role in shaping the onboarding function itself. This individual will serve as a platform and process expert — mentoring junior team members, refining the onboarding experience, and acting as a trusted strategic advisor to RPAG’s most important clients.
Location
This position will may work from our Las Vegas, NV office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote. Working hours are 7:30AM PT – 4:30PM PT; Mon-Fri.
Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.
Responsibilities
- Own the end-to-end onboarding experience for complex, high-priority, or enterprise-level advisor clients, from kickoff through full platform activation.
- Design, deliver, and continuously refine structured onboarding programs, training curricula, and client-facing resources.
- Act as a senior platform subject matter expert, providing in-depth guidance on RPAG features, workflows, and best practices.
- Develop a deep understanding of each client’s business model and goals, and tailor the onboarding experience accordingly to drive meaningful adoption.
- Monitor and analyze client adoption and engagement data; proactively identify risk and develop mitigation strategies to ensure successful platform utilization.
- Mentor and support junior Onboarding Specialists, serving as a resource for escalated questions and providing coaching on best practices.
- Lead the development and maintenance of onboarding playbooks, scalable training materials, and knowledge base content.
- Collaborate cross-functionally with Sales, Product, Marketing, and Customer Support to align on client messaging, drive feedback loops, and improve the overall client experience.
- Represent the onboarding team in product roadmap discussions, contributing the client perspective to feature prioritization.
- Maintain accurate and detailed records of client engagement and onboarding progress in Salesforce.
- Travel to client sites, company events, and industry conferences to deliver training and deepen relationships (travel expected approximately 4–6 weeks per year).
- Complete other related duties as assigned
Qualifications & Experience
- Bachelor’s degree and 5+ years of experience in client onboarding, customer success, training, or a related client-facing discipline, preferably in financial services, fintech, or SaaS.
- Demonstrated track record of managing complex, high-value client relationships and delivering measurable adoption outcomes.
- Experience with adult learning principles, instructional design, or formal training program development.
- Deep familiarity with the retirement planning or wealth management industry strongly preferred.
- Exceptional presentation, facilitation, and communication skills; able to engage and influence audiences ranging from end users to C-suite stakeholders.
- Experience working cross-functionally and influencing without direct authority.
- Proficient in Salesforce or comparable CRM; experience with LMS or digital training platforms is a plus.
- Strong analytical mindset with the ability to interpret adoption data and translate insights into action.
- Experience mentoring or informally leading peers; prior team lead or senior individual contributor experience preferred.
- Highly organized, self-directed, and comfortable operating with independence in a fast-paced environment.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Comfortable navigating ambiguity.
- Entrepreneurial mindset to bring best practice ideas to the team.
- Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.
Benefits
We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:
· Be an integral part of a high-growth organization!
· Competitive compensation package
· Group medical, dental and vision insurance
· Employer-paid life and disability insurance
· Annual well-being stipend
· Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement
Company Background
Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $315 billion in CIT assets under management, across more than 940 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.
CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.
Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.
Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.
Investor Background
MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.
Equal Employment Opportunity Policy
Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.
Accommodation Statement
Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: [email protected]
Skills Required
- Bachelor's degree
- 5+ years experience in client onboarding, customer success, training, or related client-facing role (preferably in financial services, fintech, or SaaS)
- Proven track record managing complex, high-value client relationships and delivering measurable adoption outcomes
- Experience with adult learning principles, instructional design, or formal training program development
- Deep familiarity with the retirement planning or wealth management industry
- Exceptional presentation, facilitation, and communication skills
- Experience working cross-functionally and influencing without direct authority
- Proficient in Salesforce or a comparable CRM
- Experience with LMS or digital training platforms
- Strong analytical mindset; ability to interpret adoption data and translate insights into action
- Experience mentoring or informally leading peers
- Prior team lead or senior individual contributor experience
- Highly organized, self-directed, able to manage multiple priorities in a fast-paced environment
- Authorized to work in the United States without visa sponsorship or transfer
- Willingness to travel approximately 4-6 weeks per year
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The Company
What We Do
At Great Gray® we believe in – and are driven by – growth. In continually expanding and transforming retirement solutions through technology that streamlines, innovation that unlocks potential, and a mindset that reaches far beyond the status quo. Growth that brings new efficiencies, new possibilities, new goals to our customers. And to their customers. From acting as a trustee for CITs, where we transcend oversight by working to ensure assets are not just managed but maximized, to delivering modern approaches like our onboarding tool boardingpass™, we never stop looking for smart ways to innovate and grow our industry. And ultimately, bring greater value to those we serve. Always listening, learning, applying new concepts on top of a long-standing reputation for fiduciary strength and expertise. Creating what’s next from a critical foundation of discipline and trust. Empowering our industry, customers, and ourselves to grow confidently.
