Onboarding Specialist II

<h2><span style="color: #000000;">About Us</span></h2> <p><span style="color: #000000;">At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.&nbsp;</span></p> <p><span style="color: #000000;">More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients.&nbsp;</span></p> <p><span style="color: #000000;">Award-winning and people-first, SimplePractice is shaping the future of health tech. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work.</span></p> <h2><span style="color: #000000;">The Role</span></h2> <p><span style="color: #000000;">We’re looking for a seasoned <strong>Customer Onboarding Specialist II</strong> to join our Customer Success team with a specific focus on our rapidly growing Groups Practice segment.</span></p> <p><span style="color: #000000;">In this role, you aren’t just a trainer; you are a facilitator of change. You will guide medium and large professional Groups through the complex transition to SimplePractice, ensuring their business operations (from clinical workflows to financial systems) remain stable, optimized, and set up for long-term success. As an Onboarding Specialist II, you will manage high-value implementations involving large-scale data migrations, multi-clinician insurance setups, and integrated payment processing. You will serve as a consultative partner, helping Groups Customers navigate the many moving parts of software adoption with confidence and ease.</span></p> <h2><span style="color: #000000;">Responsibilities</span></h2> <ul> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Lead Implementation Projects:</strong> Facilitate the end-to-end onboarding journey for medium and large Groups, ensuring a seamless transition for both administrators and clinicians</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Data Transfer Coordination:</strong> Partner with customers and our internal Data Transfer team to facilitate the secure, accurate migration of clinical data from legacy systems</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Insurance &amp; Specialization Setup:</strong> Collaborate with Insurance Onboarding and specialty teams (like ePrescribe) to coordinate enrollments and add-on products ahead of go-live, actively removing barriers on the customer's behalf</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Workflow Optimization:</strong> Conduct deep-dive consultations to understand a Group's unique business needs and facilitate software configuration to match their specific workflows</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Educational Programming:</strong> Deliver high-impact training sessions tailored to the nuances of larger organizations and multi-user environments</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Process Improvement:</strong> Identify friction points in the group onboarding experience and work with leadership to refine our playbooks, resources, and internal documentation</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Cross-Departmental Collaboration:</strong> Act as a technical resource for internal teams and advocate for the needs of our larger group customers based on your frontline insights</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Peer Support:</strong> Serve as a subject-matter expert across the Onboarding Team, assisting in mentoring new hires and offering guidance on complex technical questions</span></li> </ul> <h2><span style="color: #000000;">Desired Skills and Experience</span></h2> <ul> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Experience:</strong> 2+ years of relevant experience in B2B SaaS onboarding, customer implementation, or professional services (or equivalent transferable experience)</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Group Dynamics Expertise:</strong> Demonstrated ability to facilitate technical transitions for organizations with multiple stakeholders, cross-functional teams, or complex hierarchies</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Technical Fluency:</strong> A strong, foundational understanding of SaaS product architecture, data transfers/migrations, and the insurance billing lifecycle</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Exceptional Communication:</strong> The ability to explain high-level technical concepts (like data moves or insurance enrollments) in a clear, conversational, and empathetic tone</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>High Accountability:</strong> A proven track record of managing multiple high-priority projects simultaneously while maintaining a "white-glove" customer experience</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Stakeholder Management:</strong> High emotional intelligence with a proven ability to de-escalate high-tension situations, build trust, and drive customer follow-through on key milestones</span></li> <li style="color: #000000 !important;"><span style="color: #000000;"><strong>Preferred Qualifications:</strong> Prior experience in Healthcare Tech or working with HIPAA-compliant software. Experience using customer success and project facilitation tools (e.g., Notion, ChurnZero, or specialized onboarding platforms) is a major plus</span></li> </ul> <h2>California Job Applicant Privacy Notice</h2> <p>Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.&nbsp;</p> <p>For more information about our privacy practices, please contact us at privacy@simplepractice.com.</p> <h2>Notice to Candidates:</h2> <p>SimplePractice has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team. We do not have any affiliation or connection to these situations and only post open roles on our official Careers page (<a href="http://simplepractice.com/careers">simplepractice.com/careers</a>) and reputable job boards like our official LinkedIn or Indeed pages.&nbsp;</p> <p>All official SimplePractice recruitment emails will be sent from the domains @simplepractice.com, no-reply@greenhouse.io or no‑reply@linkedin.com email addresses.&nbsp;</p> <p>Examples of fraudulent domains include careers-simplepractice.com, simplepractices.com, and simplepractice.careers.</p> <p>Please note that SimplePractice will never ask candidates or new hires for money or payment of any kind at any stage of the recruitment or onboarding process.</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><hr> <p>Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.</p> <p>The amount below represents the expected annual base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.</p></div><div class="title">Base Compensation Range</div><div class="pay-range"><span>$47,000</span><span class="divider">&mdash;</span><span>$60,000 USD</span></div></div></div>