What are the responsibilities and job description for the Founder In Training Program - Onboarding & Implementation Specialist position at Playbook Sports?
Playbook Sports is the all-in-one SaaS and AI platform designed for sports and recreation organizations. Our mission is to simplify operations, enhance engagement, and help partners grow by offering a single solution for scheduling, payments, communication, and data-driven insights.
As an Onboarding & Implementation Specialist, you’ll lead the charge in bringing new partners onto Playbook Sports’ platform. You’ll oversee onboarding projects end-to-end, ensuring seamless setup, training, and adoption. Beyond your direct client work, you’ll also guide and support our Customer Success (CS) team, improving processes and building scalable best practices that maximize value for every partner.
This is a hands-on, client-facing role with leadership responsibilities — ideal for someone who thrives at the intersection of technology, sports, and customer success.
- Own the full onboarding lifecycle for new partners: discovery, setup, data migration, configuration, and go-live.
- Deliver product training and provide consultative guidance on how to best use Playbook’s platform.
- Ensure clients achieve quick wins that build confidence and long-term engagement.
- Act as the primary point of contact during the implementation phase, proactively addressing challenges.
- Mentor and support CS team members working on partner onboarding.
- Develop playbooks, documentation, and resources to streamline onboarding.
- Identify opportunities to automate, scale, and enhance efficiency of implementation workflows.
- Establish metrics and reporting to track onboarding success and client satisfaction.
- Partner with Sales for smooth client handoffs and alignment on partner goals.
- Provide structured feedback to Product & Engineering on partner needs and platform enhancements.
- Work with Marketing and Support to create training resources and self-service content for clients.
- Fast & Smooth Launches: New partners are onboarded quickly with minimal friction.
- Early Wins: Clients see measurable value within the first 30–60 days.
- Scalable Processes: Standardized playbooks and workflows support growth without sacrificing quality.
- Stronger CS Team: Team members are confident, well-trained, and empowered to deliver.
- High Retention: Clients who complete onboarding are set up for long-term satisfaction and growth.
- 3 years of experience in SaaS onboarding, implementation, or customer success, ideally with sports, recreation, or tech clients.
- Strong project management skills, with the ability to manage multiple concurrent client launches.
- Experience mentoring or leading team members in a fast-paced environment.
- Excellent communicator with strong problem-solving skills and a client-first mindset.
- Passion for sports, recreation, and using technology to create impact.
- Be part of a fast-growing SaaS and AI company redefining sports & recreation management.
- Work directly with partners who are passionate about their communities.
- Lead from the front while shaping onboarding processes that scale.
- Collaborative, supportive team culture with opportunities for growth.