Onboarding & Implementation Specialist

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We’re experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies’ full potential. We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy. About Campus Kaizen Campus Kaizen, a business unit of Cordance, delivers Guardian Case Management — a purpose-built software platform for K–12 school districts and higher education institutions. Guardian centralizes sensitive case workflows including Title IX, HR, Bullying, Employee Relations, Behavioral Intervention Teams (BIT), Student Conduct, and more, replacing spreadsheets and disconnected systems with secure, compliant processes. Our platform enables districts and institutions to improve response times, strengthen documentation, and manage cases with greater transparency, consistency, and efficiency. Position Overview As an Implementation Specialist, you’ll be the bridge between our customers and our technology teams, ensuring that each customer’s onboarding experience is seamless, structured, and aligned with their business goals. You’ll manage the end-to-end implementation process for new and expanding customers, working closely with sales, product, support, and success teams to ensure successful launches with measurable outcomes. This is a hands-on role ideal for someone who enjoys translating business needs into action, solving complex onboarding challenges, and helping customers reach value quickly. This role is accountable for delivering high-quality, on-time implementations that set the foundation for long-term customer retention and growth. Key Responsibilities - Own the full onboarding lifecycle — from requirements gathering to post-launch review — ensuring timelines, milestones, and deliverables are met. - Partner with customers to identify use cases, workflows, and success criteria that guide system configuration and setup. - Manage data imports, integrations, and configurations to ensure systems align with customer needs. - Collaborate with internal product, engineering, and support teams to troubleshoot issues and optimize implementation processes. - Identify recurring onboarding challenges and propose scalable, repeatable solutions to improve efficiency and quality. - Track and report implementation metrics, customer satisfaction, and launch readiness across projects. - Be a voice of the customer in internal discussions, influencing roadmap priorities and process improvements. - Support customers through adoption and process alignment, providing practical guidance to help teams transition to new workflows and fully leverage the system as designed. - Monitor and manage implementation scope to ensure projects stay aligned with agreed requirements, timelines, and outcomes. - Proactively identify implementation risks and dependencies, escalating early and developing mitigation plans to protect timelines and outcomes. Competencies - Customer-Centric Execution: Drives implementations with a focus on customer outcomes and time-to-value. Anticipates needs, resolves blockers early, and builds trusted relationships through consistent communication and follow-through. - Project Ownership and Delivery: Manages multiple customer implementations end-to-end with precision. Balances scope, schedule, and quality while maintaining accountability for milestones and customer satisfaction. - Technical and Analytical Agility: Understands product functionality, integration workflows, and data mapping. Uses data and analytics to troubleshoot issues, optimize configurations, and inform improvement opportunities. - AI Literacy: Understands AI basics and validates AI-generated technical steps or best practices. Use AI for basic troubleshooting assistance, ensuring accuracy before advising customers. - Systems and Process Thinking: Sees implementations as part of a connected ecosystem — linking product, data, and customer workflows. Identifies dependencies and designs scalable solutions that improve repeatability and quality. - Collaboration and Influence: Partners effectively with Product, Engineering, and Customer Success to align goals and ensure seamless handoffs. Communicates context and rationale to drive clarity and shared ownership. - Communication and Professionalism: Translates complex technical information into clear, actionable guidance for both customers and internal teams. Maintains proactive, transparent communication throughout the implementation lifecycle. - Adaptability and Continuous Improvement: Embraces change and experimentation in processes, tools, and product evolution. Continuously seeks ways to increase efficiency, shorten time-to-value, and enhance customer experience. - Adoption, Change & Scope Discipline: Supports customers through process shifts while applying sound judgment in managing requirements and change requests. Protects scope while maintaining a collaborative, solutions-oriented approach. Required Qualifications - 2–5 years of experience in implementation, onboarding, or customer success roles — preferably in a SaaS or technology environment. - Strong project management skills with the ability to manage multiple customer implementations simultaneously. - Familiarity with integration concepts, APIs, and SaaS platforms (Salesforce, HubSpot, NetSuite, etc.). - Excellent communication and relationship-building skills — both with customers and internal - High attention to detail and a process-driven mindset. - Comfort working in fast-paced, evolving environments with distributed teams. - Experience collaborating cross-functionally with Product, Engineering, and Customer Success to streamline delivery. - Experience supporting customers through process or system changes, with the ability to guide adoption and reinforce best practices. Preferred Qualifications - Experience leading complex SaaS or enterprise software implementations with measurable customer impact. - Experience working with K–12 districts, higher education institutions, or other compliance-driven environments. - Skilled in using project management tools (e.g. Asana, Jira, Monday.com) to track milestones and deliverables. - Proven ability to translate technical requirements into clear business outcomes for non-technical stakeholders. - Background in process optimization, automation, or creating scalable onboarding frameworks. - Strong understanding of customer lifecycle management and post-launch success alignment. - Certifications in project or implementation management (PMP, CSM, or equivalent) a plus. Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies. Why Join Us? At Cordance, we believe in taking care of our team members. When you join us, you’ll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance: - Health and Wellness: - Comprehensive Health Coverage: Coverage begins on your first day of employment. - Retirement Savings: - 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. - RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. - Paid Time Off: - Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. - Parental Leave: - 12 weeks paid leave for all employees. - Remote Work Support: - Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. - Holidays: - Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones. Join us and be part of a company that values your contributions and well-being from day one! EEOC & ADA Statement: Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws. Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Final candidate must be able to pass a background check. To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/