Onboarding Leader // SaaS HealthCare

Location: Navi Mumbai, Maharashtra, India (On-Site)

Shift: US Shift (Aligned with US Business Hours)

Department: Onboarding

About the Company

We are a leading healthcare technology company providing cloud-based SaaS solutions that help medical practices, healthcare organizations, and providers streamline operations, improve patient care, and optimize revenue cycle performance. Our innovative platform supports healthcare providers across the United States through advanced Practice Management, Electronic Health Records (EHR), Revenue Cycle Management (RCM), and Patient Engagement solutions.

We are seeking an experienced and customer-focused Onboarding Leader to oversee the successful implementation and onboarding of new clients while leading a team of onboarding specialists and project managers.

Position Summary

The Onboarding Leader will be responsible for managing the end-to-end customer onboarding process, ensuring successful implementation, adoption, and transition of new clients onto the company's software platform. This role will lead a team responsible for onboarding activities, project execution, customer communication, and implementation success.

The ideal candidate will possess strong leadership, project management, customer-facing, and operational skills, with experience managing SaaS implementations within healthcare or technology environments.

Key Responsibilities

- Lead, mentor, and develop a team of Onboarding Specialists, Implementation Coordinators, and Project Managers.

- Establish team goals, performance metrics, and service-level expectations.

- Conduct regular coaching, performance reviews, and professional development discussions.

- Foster a customer-centric culture focused on accountability, quality, and client success.

- Oversee the onboarding and implementation process for new customers from contract execution through go-live.

- Ensure all implementation projects are delivered on time, within scope, and aligned with customer expectations.

- Monitor onboarding milestones, project plans, and customer readiness activities.

- Drive successful customer adoption and utilization of the platform.

- Serve as an escalation point for complex customer onboarding issues.

- Manage onboarding project timelines, deliverables, risks, and dependencies.

- Ensure effective coordination between internal departments, including Product, Development, Customer Support, Training, Sales, and Revenue Cycle Operations.

- Identify and mitigate implementation risks proactively.

- Monitor project health and customer satisfaction throughout the onboarding lifecycle.

- Build strong relationships with customers and key stakeholders.

- Conduct executive-level customer meetings and implementation reviews.

- Maintain clear communication regarding project status, timelines, and expectations.

- Ensure a positive customer experience throughout the onboarding journey.

- Continuously evaluate onboarding processes and workflows to improve efficiency and customer outcomes.

- Develop and implement best practices, templates, documentation, and onboarding standards.

- Identify opportunities for automation and operational improvements.

- Partner with leadership to scale onboarding operations as the business grows.

- Prepare executive reports and provide recommendations for operational improvements.

- Partner closely with Sales to ensure smooth handoff from closed-won opportunities.

- Collaborate with Product and Engineering teams regarding customer requirements and implementation challenges.

- Work with Customer Success teams to ensure a seamless transition after go-live.

- Support strategic initiatives that improve customer retention and satisfaction.

Qualifications

- Bachelor's Degree in Business Administration, Healthcare Administration, Information Technology, or a related field.

- PMP, Agile, Scrum, or Project Management certifications are a plus.

- 5+ years of experience in SaaS onboarding, implementation, customer success, project management, or professional services.

- Minimum 2 years of experience leading teams.

- Experience working with healthcare technology, EHR, Practice Management, RCM, or healthcare software solutions preferred.

- Proven experience managing multiple concurrent implementation projects.

- Strong leadership and people management skills.

- Excellent project management and organizational abilities.

- Exceptional verbal and written communication skills.

- Strong customer-facing and stakeholder management experience.

- Ability to manage multiple priorities in a fast-paced environment.

- Experience with CRM, project management, and implementation tracking tools.

- Strong analytical and problem-solving skills.

- Ability to work effectively during US business hours.

- Experience with healthcare SaaS implementations.

- Knowledge of healthcare workflows, medical billing, revenue cycle management, or electronic health records.

- Experience working with US-based customers.

- Familiarity with implementation methodologies and customer onboarding frameworks.

What We Offer

- Opportunity to work with a growing healthcare technology leader.

- Exposure to US healthcare and SaaS operations.

- Leadership role with direct impact on customer success and business growth.

- Collaborative and high-performance work environment.

- Career advancement opportunities.

- Competitive compensation and benefits package.