Program Leadership- Own end-to-end onboarding programs from planning through execution and continuous improvement.
- Define program goals, success metrics, milestones, and governance models.
- Develop scalable onboarding frameworks, processes, and playbooks.
Cross-Functional Collaboration- Partner with Product, Relationship Management, Software Development, Sales, Service, Implementation, Commercial Software Support, and Training teams to ensure onboarding readiness.
- Serve as an internal SME for post-implementation issue resolution.
- Coordinate multiple workstreams and dependencies across organizations.
- Drive stakeholder alignment and executive communications.
Process Improvement- Analyze onboarding workflows and identify opportunities for automation and efficiency improvements.
- Create standardized operating procedures, templates, and best practices.
- Lead change management initiatives supporting new tools and business processes.
Metrics and Reporting- Develop and monitor key performance indicators (KPIs) including:
- Time-to-productivity
- Software adoption rates
- Onboarding completion rates
- Customer satisfaction (CSAT)
- Retention metrics
- SLA compliance
- Present insights and recommendations to business leaders.
- Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
- The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day-to-day basis showing your support of our organizational culture.
Supervision Section 3: Experience, Skills, Knowledge Requirements Required- Bachelor's degree in Business, Information Systems, Communications, or related field.
- 5+ years of experience in Program Management, Customer Success, Operations, Software Implementation, or Enablement.
- Experience managing cross-functional business initiatives.
- Strong project management, communication, and stakeholder management skills.
- Experience with SaaS products and software deployment processes.
Preferred- PMP, Agile, Scrum, or certification.
- Experience with CRM, Chorus or onboarding platforms.
- Data analysis and dashboard development experience.
Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from [redacted].com or [redacted].com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.
For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.
