Senior Implementation Consultant

Function: Customer Experience

Reports to: Manager, Implementation

Reviewed: 11.2025

Position Summary:

The Senior Implementation Consultant is responsible for managing the end-to-end partner onboarding process of multiple implementations for medium to enterprise level customers. 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. Additionally, this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention.

We are looking for candidates to work remotely while based in Eastern time zone hours either in the United States or Canada.

Key Responsibilities:

Project Planning: Develop project plans and timelines for the implementation of the SaaS solution within enterprise local governments.
Requirement Gathering: Collaborate with clients to understand their business needs and objectives, translating these into actionable requirements for the SaaS solution.
Solution Design: Design customized solutions leveraging the SaaS platform to meet the unique requirements of each enterprise client.
Configuration and Customization: Configure and customize the SaaS solution to align with the client's specific workflows, business processes, and integration requirements.
Data Migration: Oversee the migration of data from legacy systems to the SaaS platform, ensuring data integrity and accuracy throughout the process.
Integration Management: Coordinate integration efforts with other systems and platforms used by the client, including ERP, CRM, and third-party applications.
Training and Knowledge Transfer: Conduct training sessions for client stakeholders on how to effectively use the SaaS solution, ensuring a smooth transition and adoption.
Quality Assurance: Perform thorough testing and quality assurance activities to validate that the implemented solution meets the client's requirements and expectations.
Project Management: Manage the overall implementation project, including resource allocation, task prioritization, and stakeholder communication, to ensure timely delivery and client satisfaction.
Documentation: Create comprehensive documentation of the implemented solution, including configurations, customizations, and integration details, to support ongoing maintenance and troubleshooting.
Continuous Improvement: Gather feedback from clients and internal teams to identify opportunities for product enhancement and process improvement, contributing to the overall evolution of the SaaS offering.
Cross-functional Collaboration: Collaborate closely with sales, product management, development, and customer success teams to ensure a seamless handover from sales to implementation and ongoing customer success.
Client Relationship Management: Build strong relationships with key client stakeholders, serving as a trusted advisor and ensuring high levels of satisfaction and retention.
Knowledge Sharing: Share best practices, lessons learned, and success stories internally to contribute to the collective knowledge and expertise of the implementation team.

Skills and Experience Needed:

Bachelors Degree in Business or related field.
7+ years relevant experience in implementation, onboarding, consulting,
support, sales engineering, or technical problem-solving within a SaaS business.
5+ years in enterprise level customer software implementation.
Experience in working in local government preferred.
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:

More than just agendas or board management, eSCRIBE provides comprehensive meeting management solutions with powerful tools and efficient workflows that support staff, meeting participants, and the public at every step of the meeting lifecycle. Taking meeting automation to a higher level, we enable your organization to save time and money so your resources can be better spent on higher-value tasks and projects.

Founded in 2007 our solutions empower organizations across North America and as far away as Australia. In Canada, we have become a favorite of municipal governments, with over half of the top 25 Canadian municipalities choosing eSCRIBE.

OnBoard is the parent company of eSCRIBE. We’ve grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. With a recent $100 million investment from JMI Equity and our recent purchase of meeting management software company eSCRIBE, we’re poised to grow to even greater heights.

Benefits and Perks:

Company provided equipment (laptop, software, etc.)
Employment with a growing, casual, fun, philanthropic minded company
Employer paid extended health benefits, including health spending account (CAN based employees)
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

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 peopleops@passageways.com.

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