Customer Experience Implementation & Onboarding Coordinator

Customer Experience Implementation & Onboarding Coordinator

Full Time Virginia Beach, VA, US

Salary Range: $65,000.00 To $75,000.00 Annually

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.

• 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.

• 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,  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.

• 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…