Sensei Cloud Apps Onboarding Coordinator

About the Role

This is a full-time, non-exempt, remote position responsible for the end-to-end onboarding journey of Sensei Cloud Apps customers. The Onboarding Coordinator serves as the primary liaison between customers and internal product, engineering, and development teams, supporting transitions from legacy software and onboarding new customers. The role involves hands-on client configurations, data migrations, and managing technical requirements to ensure seamless adoption.

Responsibilities

• Manage all Sensei Cloud Apps onboarding activities, including software configuration, data migration from legacy systems, and new user setup.
• Own the customer experience from post-sale through go-live by setting clear milestones, managing expectations, and communicating technical requirements.
• Facilitate the transition from legacy software to Sensei Cloud Apps, ensuring customers understand onboarding steps, dependencies, and adoption expectations.
• Oversee data migration and integration activities, including data mapping, conversion review, validation, and accuracy checks.
• Work closely with product, engineering, and development teams to communicate customer needs, document customization requirements, and report bugs or feature gaps.
• Provide personalized training and create customer-facing documentation to support adoption of Sensei Cloud Apps best practices.
• Act as the escalation point for complex technical onboarding issues, coordinating with internal teams to identify root causes and remove roadblocks.
• Develop and refine standardized onboarding workflows to improve efficiency, reduce time-to-value, and create a scalable process.
• Maintain accurate onboarding status, customer records, and documentation in Salesforce, SAP, and other business systems.
• Partner with Sales and internal stakeholders to move customers forward while managing expectations and supporting corporate goals.
• Perform other duties as required.

Decision-Making Authority

• Owns order-level onboarding decisions related to configuration, migration coordination, scheduling, customer communication, and go-live readiness.
• Exercises independent judgment on day-to-day customer onboarding challenges, technical troubleshooting, and expectation management.
• Escalates cross-functional blockers, out-of-scope requests, product gaps, bugs, and company-level commitments to leadership.

Performance Metrics

• On-time onboarding completion and go-live readiness.
• Data migration accuracy and milestone adherence.
• Reduction of time-to-value and customer adoption.
• Training effectiveness and issue resolution quality.
• Actionable product feedback captured during onboarding.