About the job

Onboarding Specialist

Customer Experience · OhMD

About OhMD

OhMD is the AI communication platform for physician practices. We answer patient calls with voice AI and eliminate phone stress for 2,000+ practices and healthcare organizations.

We're on a mission to improve the patient experience by simplifying communication between physicians and their patients: deflect calls, automate scheduling, and manage patient conversations by text or voice.

We're a hybrid team with members across five states and a lakefront office at Hula in Burlington, Vermont.

The Role

We're hiring an Onboarding Specialist to own the post-sale experience from contract close to go-live. This is an execution role for someone who thrives on moving fast, staying organized, and getting customers to value quickly. You'll be the connective tissue between Sales, Implementation, and the customer — keeping implementations on track, pushing clients to deliver what we need, and ensuring every new account activates successfully. This is a newly created role, so you'll have real input into how the process evolves — we're looking for someone who can build alongside us, not just execute a playbook.

What You'll Own

Onboarding Execution

• Own the customer onboarding process from contract close to go-live, driving completion of every milestone on a defined timeline

• Serve as the primary post-sale point of contact, managing the client relationship through kickoff, training, and activation

• Run kickoff calls, walk clients through the shared implementation workspace and training documentation, and hold customers accountable to their deliverables

• Be the go-to resource for account knowledge, next steps, and internal process needs to get the client live

• Prevent an onboarding backlog — identify where accounts are stalled, remove blockers, and do whatever it takes to get them live. 

Client Accountability & Communication

• Be the driver in the process — chase customer assets required for account building, phone number registration, and custom feature scoping

• Use automated follow-up sequences as your first line; escalate to phone calls when automation doesn't move the needle

• Set clear expectations at kickoff around timelines, billing start dates, and what's required before go-live — and hold the line on them

• Translate the client's excitement at contract signing into immediate momentum on implementation tasks

Process & Systems

• Manage the onboarding workspace — keep it current, assign tasks with dates, and track completion per client

• Work directly with data that flows from Salesforce into implementation handoff documents — flag missing fields and ensure team members have everything they need before build begins

• Maintain clear records of where each account stands

• Identify and communicate the minimum threshold for activation — know when a client is ready to go live even if a few non-critical items are pending

Cross-Functional Collaboration

• Partner with the Implementation Engineer to coordinate handoffs, collect the right information upfront, and reduce back-and-forth

• Flag process gaps and improvement ideas in real time — this is a new process and it will evolve quickly with your input

• Coordinate with Sales on what was promised, what clients were told in the sales cycle, and how to capture post-close momentum

You Should Have

• 2+ years in a customer-facing implementation or onboarding role. 

• Customer success, or account management experience is a plus.

• Strong project management instincts: you track everything, follow up without being asked, and close open loops

• Comfortable being direct with clients — setting deadlines, applying pressure when needed, and holding people accountable without burning the relationship

• Experience using CRM or CS platforms (Salesforce, Vitally, HubSpot, or similar) to manage account activity

• Excellent written and verbal communication — you can write a clear, action-driving email and run a confident kickoff call

• Ability to context-switch between multiple accounts at different stages without dropping the ball

Nice to Have

• Experience with healthcare or HIPAA-regulated software

• Familiarity with 10DLC registration, SMS compliance, or telecom onboarding processes

• Experience with project management tools

• Background in SaaS or AI-powered software onboarding

Location

Burlington, Vermont and surrounding area (hybrid).

Why OhMD?

• Competitive Salary

• 401K Employer Match

• Equity opportunity

• Medical, vision, and dental insurance

• Unlimited PTO, monthly Wellness Weekends, paid time to volunteer

• Energetic & connected hybrid culture

OhMD, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.