Own the end-to-end onboarding of Sensei Cloud Apps customers, including configuration, data migration, user setup, training, milestone management, and go-live readiness. Coordinate with customers, Sales, Product, Engineering, and Development teams to resolve technical issues, document requirements, report bugs, and manage escalations. Maintain onboarding records in Salesforce, SAP, and other systems while improving scalable workflows, adoption, time-to-value, and migration accuracy.
Job Summary & Responsibilities
Position Description
The Sensei Cloud Apps Onboarding Coordinator is a full-time, non-exempt, remote position employed by Carestream Dental. This hands-on, highly organized, and technical customer onboarding role owns the end-to-end onboarding journey for Sensei Cloud Apps customers. The representative serves as the primary liaison between customers and internal product, engineering, and development teams, supporting both transitions from legacy software to Sensei Cloud Apps and onboarding for new customers. The role directly handles client configurations, data migrations, customer expectations, and technical requirements to ensure a seamless adoption experience.
Primary Responsibilities
- Manage all Sensei Cloud Apps onboarding activities, including direct software configuration, data migration from legacy systems, and new user setup
- Own the customer experience from post-sale through go-live by setting clear onboarding milestones, managing expectations, communicating technical requirements, and keeping customers aligned on timeline, readiness, and next steps
- Facilitate the transition from legacy software to Sensei Cloud Apps, ensuring customers understand onboarding steps, dependencies, and adoption expectations
- Oversee data migration and integration activities, including data mapping, conversion review, validation, and accuracy checks
- Work closely with product, engineering, and development teams to communicate customer needs, document customization requirements, and report bugs or feature gaps identified during onboarding
- Provide personalized training and create customer-facing documentation that supports adoption of Sensei Cloud Apps best practices
- Act as the escalation point for complex technical onboarding issues, coordinating with product, engineering, and development teams to identify root causes, document workarounds, and remove roadblocks before they affect go-live readiness
- Develop and refine standardized onboarding workflows to improve efficiency, reduce time-to-value, and create a scalable onboarding process for future growth
- Maintain accurate onboarding status, customer records, documentation, and related system updates in Salesforce, SAP, and other required business systems
- Partner with Sales and internal stakeholders to move customers forward in a timely fashion while managing expectations and supporting corporate goals
- Other duties as required
Decision-Making Authority
- Owns order-level onboarding decisions related to configuration, migration coordination, scheduling, customer communication, and go-live readiness
- Expected to exercise independent judgment on day-to-day customer onboarding challenges, technical troubleshooting, and expectation management
- Escalates cross-functional blockers, out-of-scope requests, product gaps, bugs, and company-level commitments to the appropriate onboarding, product, engineering, or development leadership
Performance Metrics — Initial Phase
- On-time onboarding completion, go-live readiness, data migration accuracy, milestone adherence, reduced time-to-value, customer adoption, training effectiveness, issue resolution quality, and actionable product feedback captured during onboarding
- Data migration accuracy, onboarding milestone adherence, and reduction of time-to-value
- Customer adoption, training effectiveness, issue resolution, and quality of product feedback captured during onboarding
Required Qualifications and Skills
- 3+ years of hands-on experience in customer onboarding, implementation, or technical support within a SaaS environment
- Proven experience migrating customers from legacy systems to new cloud solutions
- Strong technical acumen, including SaaS application configuration, data mapping, and familiarity with APIs
- Proven ability to manage multiple concurrent onboarding projects, set clear milestones, and manage customer timelines
- Exceptional verbal and written communication skills for managing stakeholder expectations and liaising with technical teams
- Proactive problem solver with strong troubleshooting skills and the ability to find practical workarounds that support customer goals
- Working knowledge of Sensei Cloud Apps and the customer workflows supported by dental or specialty practice management software
- Ability to translate customer onboarding needs into clear requirements, customization requests, bug reports, or feature gap documentation for product and development teams
- Strong organizational, time management, critical thinking, and documentation skills
- Comfortable operating independently in a fluid and evolving environment while managing tight deadlines
- MS Office, Salesforce, and related business system skills
- Experience in dental or specialty practice management software preferred
- Preferred qualifications include experience with dental or specialty practice management software and working knowledge of Sensei Cloud Apps customer workflows.
Total Target Compensation: $55,000 - $60,000 USD annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.
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