Onboarding Project Manager - USA

About Hapana

Hapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses like F45, Gold’s Gym, BFT, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries. 

We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up.  Bring ideas, passion, and creativity to the role, and you’ll fit right in\

Job Summary

The Onboarding Project Manager is responsible for delivering a smooth, timely and empowering onboarding journey for new and existing Hapana customers. This hybrid role combines project management, technical onboarding, data migration and customer education. You will be the primary point of contact from post-sale to go-live, acting as both the strategic lead and hands-on implementer. Success in this role means happy, self-sufficient customers who feel confident using our platform to run their fitness business.

Key Responsibilities 

• Serve as the point of contact for customers, providing updates and setting proper expectations throughout the onboarding lifecycle.
• Responsible for overseeing all aspects of customer implementation, including managing timelines, documentation, registrations, internal setup, product configuration and customer training.
• Collaborate with clients and internal stakeholders to gather documentation, project requirements and define project scope.
• Develop comprehensive project plans, including timelines, milestones and resource allocation.
• Communicate project goals, objectives, and scope clearly to all team members and stakeholders.
• Assign tasks, set priorities, and ensure alignment with project goals.
• Provide direction, guidance, and support to team members and customers throughout the project lifecycle.
• Develop and manage comprehensive onboarding plans tailored to customers' specific needs and goals.
• Lead and facilitate onboarding workshops and training sessions for new customers.
• Create and maintain onboarding documentation, including user guides and training materials.
• Work closely with customers to resolve any issues or challenges during onboarding.
• Monitor customer progress and identify opportunities for improvement in the onboarding process.
• Ensure the customer fully understands how to effectively use the product within their business operations.
• Develop and implement new onboarding initiatives to optimize the customer experience.
• Collaborate with other departments, such as product development and sales, to ensure a seamless onboarding experience.
• Track and report on key onboarding metrics, such as customer satisfaction and time to value.
• Stay up-to-date on the latest software features and functionality to effectively train customers.

Qualifications & Requirements

• Minimum of 3+  years of implementation and/or change management experience.
• Proven track record of successfully onboarding and training customers on software products.
• Excellent English verbal and written communication skills.
• Advanced Excel skills, with the ability to create and manage detailed spreadsheets, perform data analysis, and generate reports including complex formulas, pivot tables, and data analysis.
• Proficient in Microsoft Office Suite and Google Suite 
• Experience with project management software such as Monday.com 
• Strong organizational skills and attention to detail.
• Effective time management skills with the ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Understanding of project management principles and methodologies.
• Ability to build strong relationships with customers.
• Effective training and presentation skills.
• Ability to work independently and as part of a team.
• Experience with customer relationship management (CRM) systems is a plus.
• Passion for customer success and a commitment to providing exceptional service.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• Flexibility to meet with global teams across different time zones, which may involve working outside normal business hours.
• Flexibility to travel for on-site client meetings or project-related activities as needed.

Why Join Hapana?

• Be part of an innovative team transforming the fitness and wellness space.
• A culture that values trust, innovation, and teamwork.
• Opportunities for career growth in a dynamic and global organisation.
• Competitive salary, benefits, and wellness perks including fitness initiatives and work-life balance policies.

If you have the experience, happy to wear multiple hats we want to hear from you.  We thank you in advance for taking the time to apply, please note that only shortlisted candidates will be contacted for an interview. No recruitment agencies please.