Client Onboarding Manager

• Client-Driven Innovation
  
• Speak the Truth, Share the Why
  
• Learn, Improve, Repeat
  
• Dignity in Engagement
  
• Own it, Together
  

The Client Onboarding Manager plays a critical role in delivering a seamless transition from new sale to active, successful platform user. You will own the onboarding experience for healthcare practices adopting the Yapi-DoctorLogic platform, guiding clients through implementation, configuration, training, and initial performance milestones.

This role combines project management, customer education, technical coordination, and consultative guidance. You will collaborate closely with Sales, Client Success, Support, and Technical teams to ensure clients achieve time-to-value quickly and are set up for long-term success.

• Lead the transition from Sales to Onboarding by developing a tailored onboarding plan.

• Align early expectations around timeline, required resources, and onboarding goals.

• Understand each client's practice structure, workflows, and marketing objectives to customize their onboarding path.
• Establish a strong relationship with each new customer and define the scope of the project in terms of needs, tasks, and required deliverables.
• Maintain consistent communication with customers, collecting needed materials and information to keep the project moving.

• Conduct live training sessions designed to educate practice teams on workflows, settings, and platform features that impact patient communication and marketing success.
• Consult clients on which team members should join each session and best practices for successful adoption.
• Deliver an engaging onboarding experience that communicates ROI and moves the client toward early wins.

• Partner with Technical Support on software installations, configurations, migrations, or website integrations as needed.
• Ensure clients meet technical prerequisites (network settings, permissions, devices, browser requirements).
• Identify and escalate any roadblocks impacting onboarding timelines or client readiness.

• Guide clients through onboarding milestones, ensuring they meet key deployment, training, and activation benchmarks.
• Monitor platform utilization and early performance data to identify gaps or opportunities to improve time-to-value.
• Maintain detailed documentation of client progress and key decisions throughout onboarding.
• Actively maintain a clear, up-to-date picture of project status, timelines, and outstanding needs.
• Own assigned projects from initiation through completion with minimal supervision and consistent client communication.
• Navigate and utilize project management tools to track progress, tasks, and milestones.

Cross-Functional Collaboration

• Work closely with Sales, Client Success, Support, Engineering, and Marketing teams to deliver a consistent client experience and contribute to overall company success
• Relay product feedback and common client themes to internal teams to support continuous improvement.

Customer Experience & Transition to Long-Term Success

• Provide clear communication, education, and support to help clients feel confident and empowered using the platform.
• Ensure clients complete onboarding with strong satisfaction scores and are well-prepared for handoff to the ongoing Client Success team.
• Maintain and grow relationships with new customers throughout their implementation period.
• Assemble, present, refine, and deliver a final product that meets customer expectations and Yapi-DoctorLogic quality standards.

• 1–3 years of experience in SaaS Onboarding, Implementation, Client Success,