Onboarding Lead

This is a remote position.

The SMD/MM Onboarding Leader is the primary owner of EPR FireWorks’ client onboarding and software implementation lifecycle. Reporting to the Chief Experience Officer, this role bridges strategic program leadership with hands-on project execution. The SMD/MM Onboarding Leader is responsible for managing a portfolio of concurrent client implementations, developing and enforcing repeatable onboarding processes, leading and mentoring a team of Implementation Project Managers and Specialists, and ensuring every new client reaches a successful go-live on time and within scope.

This role is the critical link between Sales/Contracting and long-term Client Success. It owns the transition handoff from signed contract to live system, and is accountable for client satisfaction, time-to-value, and implementation quality across EPR’s fire and EMS agency customer base.

•       Develop, own, and continuously improve EPR’s onboarding methodology, playbooks, and implementation frameworks across the client tiers (SMB, Mid-Market).

•       Define and enforce implementation standards, milestone gates, and escalation protocols to ensure consistent delivery quality.

•       Partner with Sales and Account Management to ensure seamless contract-to-kickoff transition; participate in pre-sale scoping for complex or large accounts.

•       Collaborate with Product and Engineering to surface recurring implementation friction points, communicate client feedback, and influence roadmap priorities that reduce time-to-value.

•       Develop and maintain capacity planning models for the Onboarding team, forecasting resource requirements against new logo pipeline.

•       Own onboarding-related metrics and reporting; present implementation data to include project health, risk, and performance metrics to the CXO and executive leadership.

•       Foster a culture of accountability, continuous improvement, and client-first execution within the Onboarding team.

•       Directly manage a team of Implementation Project Managers and Implementation Specialists; conduct regular 1:1s, performance reviews, and professional development planning.

•       Participate in the hiring process for Project Managers/Specialist as well as train new Onboarding team members; maintain role-specific onboarding documentation and training curricula.

•       Assign and balance client portfolios across the team based on complexity, capacity, and experience level.

•       Identify skill gaps and implement coaching programs to elevate team capability in technical knowledge, client communication, and project management.

Client-Facing Execution

•       Serve as primary executive sponsor on strategic or high-complexity client implementations; maintain direct client relationships with agency leadership and IT stakeholders.

•       Oversee creation and maintenance of client-specific project plans, implementation schedules, integration documentation, and go-live readiness checklists.

•       Manage client expectations through proactive communication, structured status reporting, and regular executive-level touchpoints.

•       Ensure successful knowledge transfer and handoff to Client Success members upon implementation completion; validate readiness criteria before transitioning accounts.

•       Guide clients through integrations with third-party systems (CAD, RMS, state reporting systems, NFIRS/NEMSIS data feeds).

•       Facilitate training delivery for clients as needed; ensure training plans are scoped and scheduled as part of every implementation.

 Cross-Functional Responsibilities

•       Work closely with Customer Support Specialists to resolve technical blockers during implementation without delaying go-live timelines.

•       Coordinate with the Israel-based Development team to communicate client-specific configuration needs, data migration requirements, and integration dependencies.

•       Collaborate with Client Success members to ensure post-go-live continuity; participate in QBR planning for recently onboarded clients.

•       Contribute to product feedback loops by documenting recurring implementation challenges and proposing workflow or feature improvements.

•       Support the CXO with board-level reporting on implementation pipeline, capacity, and client health during onboarding phases.

 Supervisory Requirements

This role carries direct supervisory responsibility for Implementation Project Managers and Implementation Specialists within the Onboarding function. The SMD/MM Onboarding Leader is accountable for team performance, professional development, capacity management, and day-to-day operational oversight of all implementation delivery personnel.

Ability to read, analyze, and interpret safety rules, operating and maintenance instructions, procedural manuals, government regulations, and technical documentation. Ability to write detailed project plans, business correspondence, SOPs, and client-facing reports. Ability to present effectively to groups ranging from frontline agency staff to municipal executives and board-level stakeholders.

Ability to solve complex, multi-variable problems in situations with limited standardization or precedent. Ability to interpret and act on instructions delivered in written, oral, diagram, or schedule form. Comfortable making high-stakes judgment calls on project scope, client escalation, and resource allocation under time pressure.

No specific licenses or certifications required. PMP, CAPM, or equivalent project management certification is a plus. Fire service credentials (Firefighter I/II, EMT, Captain-level experience) are a significant advantage given client domain.

•       5+ years of progressive experience in software implementation, onboarding program management, or professional services delivery in a SaaS environment.

•       2+ years of direct people management experience; proven ability to lead and develop high-performing implementation teams.

•       Demonstrated experience managing concurrent, complex client implementations across multiple accounts simultaneously.

•       Exceptional project management skills; PMP or equivalent certification preferred but not required.

•       Deep understanding of fire service and emergency medical services operations, workflows, and compliance requirements (NFIRS, NEMSIS, NFPA standards).

•       Knowledge of SQL, data migration concepts, computer networking fundamentals, and system integration patterns.

•       Proficiency in project management tools and CRM/CS platforms (HubSpot, Vitally, or equivalent).

•       Exceptional written and verbal communication skills; ability to translate technical concepts for non-technical audiences including fire chiefs, EMS directors, and municipal IT personnel.

•       Strong analytical and problem-solving skills; ability to operate in ambiguous, fast-paced environments with limited standardization.

•       Demonstrated ability to build and improve scalable processes and playbooks in a growth-stage company.

Perks & Benefits:

• Competitive base with yearly evaluations and raises.
  
• Flexible work hours and remote work options.
  
• Opportunities for professional development and growth.
  
• Work with a passionate, supportive, and mission-driven team.
  
• 401K employee match after 6 months
  
• Holiday and Vacation time for full-time employees.