What are the responsibilities and job description for the Customer Onboarding Director position at Black Rock Solutions INC?
Role: Customer Onboarding Director (Healthcare SaaS)
Location: Shelton, CT
Are you passionate about delivering exceptional customer experiences and leading high-performing teams? We’re looking for a Customer Onboarding Director to lead and scale our onboarding function for our client's EHR & RCM platform.
Role Overview
As the Customer Onboarding Director, you will own the end-to-end onboarding experience—from kickoff to go-live—while leading a team of Onboarding Specialists and EHR Trainers. This is a high-impact leadership role where you’ll combine team management, project execution, and healthcare expertise to drive successful implementations and long-term customer success.
Key Responsibilities
Team Leadership & Management
- Lead, coach, and grow a team of Onboarding Specialists & EHR Trainers
- Set KPIs, performance goals, and onboarding standards
- Conduct 1:1s, reviews, and training plans
- Build scalable onboarding and staffing models
Customer Onboarding & Implementation
- Own full onboarding lifecycle (kickoff → go-live)
- Manage timelines, milestones, and project plans
- Oversee system configuration, workflows, and user roles
- Ensure accurate data migration and integrations
Customer Engagement & Enablement
- Act as primary customer contact during onboarding
- Lead kickoff calls, status meetings, and go-live readiness
- Deliver/coordinate training for clinical & billing teams
- Proactively mitigate risks and delays
Training & Enablement
- Oversee EHR & RCM training programs
- Standardize and improve training materials and delivery
- Balance live, virtual, and self-service learning
Cross-Functional Collaboration
- Partner with Sales, Product, Support, and Customer Success
- Provide product feedback based on onboarding insights
- Ensure smooth transition post go-live
Process Improvement
- Track onboarding metrics (time-to-go-live, NPS, etc.)
- Continuously improve processes, tools, and documentation
Qualifications
Required:
- 3–6 years in onboarding, implementation, customer success, or project management (Healthcare SaaS preferred)
- Strong understanding of EHR, RCM, and healthcare workflows
- Ability to manage multiple onboarding projects simultaneously
- Excellent communication and stakeholder management skills
Preferred:
- Experience with physician practices, post-acute, or long-term care
- Knowledge of HL7, data migration, integrations
- Experience with CRM/onboarding/project management tools