Implementation Consultant

Implementation Consultant

Function: Customer Experience

Reviewed Date: 2.2026

Position Summary:

The Implementation Consultant is responsible for managing the end-to-end partner onboarding process of our small to medium clients. 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. this position is responsible for driving results with clients, with the goal of increasing their satisfaction and retention. This role will be expected to manage customer expectations while partnering with product and engineering to deliver a constant improving modern platform.

Key Responsibilities:

• Lead new client implementation projects, providing technical support and guidance on best practices for Government clients.
• Designing and executing implementation plans.
• Act as a proactive and organized project manager, guiding new clients through the implementation process and shortening time-to-value.
• Manage and coordinate multiple customer implementations simultaneously as the implementation lead.
• Gather customer requirements through interview and analysis and translate to our product’s capabilities.
• Configure product software applications for customers using a training and enablement approach.
• Track project plans, and report project progress to appropriate parties.
• Participate in knowledge transfer sessions, product training and other strategic initiatives as needed.
• Consult with customers on system configuration based on product and industry best practices.
• Facilitate touchpoints and status meetings with customers in a timely and professional manner.
• Troubleshoot functional issues arising from implementations.
• Identify opportunities for knowledge management, documentation and service automation, and participate in creating those tools.
• Focus on new customer adoption of our product leading to a successful handoff post implementation to the Customer Success team.

Skills and Experience Needed:

• Bachelor’s degree in business, or a related field, preferred.
• 3-5 years of experience in a customer-facing role managing customer implementations in a SaaS company.
• 2-3 years' experience with cross-functional collaboration including Sales, Implementation, Support, Product/Development, and other internal teams.
• 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. 

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 [email protected].