Customer Experience Implementation and Onboarding Coordinator

Customer Experience Implementation and Onboarding Coordinator @Gov Virginia Beach, VA Job Details Full-time $65,000 - $75,000 a year 22 hours ago Benefits Health savings account Paid holidays Health insurance Dental insurance 401(k) Paid time off Employee assistance program Vision insurance Opportunities for advancement Qualifications Interpersonal skills Process improvement Bachelor's degree Attention to detail Organizational skills Cross-functional collaboration Cross-functional communication Full Job Description The Implementation & Onboarding Coordinator is the dedicated implementation lead and primary onboarding liaison for State-government clients. This role combines high-touch client onboarding leadership with strong project management discipline, operational readiness oversight, platform adoption support, and cross-functional implementation coordination. The Implementation & Onboarding Coordinator serves as the central point of contact during the onboarding lifecycle, guiding each State client from post-contract handoff through configuration, training, user acceptance testing, launch readiness, and public go-live. This role requires executive-level communication skills, disciplined project ownership, strong organizational judgment, and the ability to coordinate effectively with Technical Support, Customer Experience, Marketing, Product, and executive leadership stakeholders.

Key Responsibilities:

Serve as the dedicated point of contact and strategic onboarding liaison for State government staff throughout the implementation lifecycle into launch execution and steady-state support. Lead all onboarding functions from contract handoff through Go-Live, guiding State staff through setup, documentation completion, configuration reviews, training, and UAT. Drive internal and client-side accountability for onboarding deliverables, timelines, milestones, dependencies, and action items to ensure implementations remain on track. Coordinate onboarding activities across internal teams to ensure seamless execution of implementation tasks, platform readiness, and launch support. Drive structured onboarding meetings, status reviews, milestone checkpoints, and launch-readiness discussions with both client and internal stakeholders. Track and communicate project status, risks, blockers, next steps, timelines, and open decisions clearly and professionally across audiences. Help align technical initiatives and onboarding tasks with each State's operational goals, workflows, and readiness requirements. Coordinate closely with Technical Support Management to deliver implementation activities, including platform setup, technical readiness, and integration coordination where applicable. Facilitate post-launch coordination for PR, website updates, stakeholder messaging, and launch communications in conjunction with the Chief Marketing Officer and other internal stakeholders. Guide State stakeholders through onboarding materials, platform demonstrations, training sessions, and readiness expectations. Coordinate user training, configuration walkthroughs, and user acceptance testing activities to support confident platform adoption. Maintain proactive, high-quality communication with government executives, legal teams, IT stakeholders, and operational contacts. Represent @Gov in onboarding meetings and implementation discussions as needed to support project success and client confidence. Identify opportunities to improve onboarding workflows, documentation, templates, project governance, and launch processes.

Qualifications:

Bachelor's degree or equivalent combination of education and experience. Minimum 3+ years in project management, onboarding, implementation, or client-facing delivery roles with responsibility for timelines, stakeholder coordination, and public launch success. Demonstrated experience managing projects or strategic initiatives with competing priorities. High-level organization and communication skills suitable for government executives, legal teams, technical stakeholders, and operational staff. Experience with project management tools such as Microsoft Project, Jira, Rocketlane, Asana, Monday.com or similar platforms preferred. Strong project planning, milestone tracking, and cross-functional coordination capabilities. Proven ability to interpret data from multiple sources, manage escalations, navigate ambiguity, and communicate risk effectively. Exceptional interpersonal skills and the ability to build trusted relationships with clients and cross-functional teams. Excellent verbal and written communication skills with the ability to convey complex information clearly to executive, technical, and operational audiences. Extremely organized with strong attention to detail to manage multiple priorities with precision, accuracy, and disciplined follow-through. Proven aptitude for mastering new systems and developing solutions to unfamiliar or ambiguous challenges.

Physical Requirements:

This is primarily an office-based job that may require sitting for extended periods of time working on a computer. Must be able to lift to 15 pounds at times. Good vision, with or without corrective lenses, to sustain adequate visual focus over a period of time. Fine motor skills, including, but not limited to, the full, complete use of and muscle control required to make precise hand movements, relative to tasks requiring hand-eye coordination, muscle coordination and dexterity.

Core Competencies:

Client Onboarding Leadership Cross-Functional Project Management Government Stakeholder Communication Operational Readiness & Launch Coordination Training, UAT, Implementation, & Adoption Support Data-Driven Decision-Making and Continuous Improvement Clear, Effective, and Context-Aware Communication Risk Identification & Escalation Management Compensation and Benefits:

Competitive wage with opportunities for advancement. Medical, dental and vision insurance based upon length of service qualifications. Retirement plan available based upon length of service qualifications with company match. Paid sick and annual leave based upon length of service qualifications. Paid holidays based upon length of service qualifications. Additional Information and Signature A positive attitude, proven work ethic and a desire to learn and surpass expectations are what you will find in our employees. We seek hard workers who possess the same ambition, attitude, integrities, desire and required skills to join our team. Simply stated, we want you to be successful: we therefore make every effort to quantify a candidate's suitability before an offer of employment is extended. Hence, interviewing at @Gov is a multi-stage process. This can include multiple site visits, question and answer panels, skill, and behavioral assessments. Prior to starting employment, successful candidates must pass a 10-panel drug and illegal substance screening and are subject to an FBI criminal background check. Your cooperation and full disclosure during these evaluations are strongly recommended.

Pay:

$65,000.00 - $75,000.00 per year

Benefits:

401(k) Dental insurance Employee assistance program Health insurance Health savings account Paid time off Vision insurance Application Question(s): How many years experience do you have in project management, onboarding, implementation, or client-facing delivery roles with responsibility for timelines, stakeholder coordination, and public launch success?

Education:

Bachelor's (Preferred)

Work Location:

In person