Project Manager Customer Onboarding

Job Description

Customer Onboarding Project Manager

Salary Range: $90,000-$95,000, commensurate with experience

This position is on-site, full-time, located at our Corporate Headquarters in Buffalo Grove, IL

Summary

We’re looking for a detail-oriented and highly organized Project Manager – Customer Onboarding to oversee and optimize the end-to-end scheduling and coordination of installations, training, and onboarding services for new customers. This role bridges the gap between customer service, operations, sales, and technical teams to ensure every order is delivered smoothly, on time, and with a positive customer experience. The ideal candidate is highly organized, has excellent communication skills, and thrives in a fast-paced environment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·        Lead the planning, coordination, and execution of customer onboarding projects from order receipt to completion of customer training, including scheduling FSE Installation, “White Glove Delivery”, pre-site readiness assessment, and general repair and PM scheduling  

·        Work closely with customer service, operations, sales, and field/service teams to align scheduling needs and priorities

·        Communicating directly with Customers, providing timely updates on deliveries and service calls

·        Analyze and optimize current scheduling workflows to improve efficiency and reduce missed or delayed appointments/schedules

·        Track key performance metrics (e.g., scheduling lead time, customer satisfaction, completion rates) using Power BI and Salesforce

·        Act as the main point of contact for scheduling escalations and conflict resolution

·        Use scheduling tools and project management platforms (e.g., Salesforce, Microsoft Project, ServiceNow, Asana, etc.) to manage workflows

·        Communicate clearly with internal stakeholders and customers regarding timelines, changes, and expectations

·        Document and maintain SOPs for scheduling processes

Competencies

·        Proven experience in project management, operations, or customer scheduling

·        Customer-Centric Mindset

·        Strong organizational and multitasking skills, with excellent attention to detail

·        Ability to manage competing priorities and deadlines in a fast-paced environment

·        Familiarity with scheduling software and tools

·        Excellent communication and interpersonal skills

Education and Experience Required

• Associate’s degree, or equivalent experience
• 3+ years of scheduling experience in a fast-paced environment
• 3+ years of experience in working directly with customers
• Experience in healthcare, medical device, or B2B technology onboarding is preferred.

Skills Required

·        Microsoft Applications (MS Office, Excel, PowerPoint, and Outlook)

·        Experience with CRM and ERP systems a must; SAP and Salesforce experience, preferred

·        Strong analytical skills for monitoring scheduling metrics and identifying process improvements

·        Excellent organizational skills

·        Ability to multitask

Supervisory Responsibility

This position has no direct reports but provides informal mentorship or cross-functional support for onboarding best practices as needed.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel

This position requires 10% travel as needed. May travel to customer sites or Alma events throughout the US and Canada.

Work Authorization

Documentation showing eligibility to work in the United States will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Alma, Inc. is Equal Opportunity Employment:

We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.

E-Verification:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.