O pozici
The Subscriber Onboarding Coordinator is responsible for guiding new subscribers through the complete onboarding process from signed agreement to a fully operational account. This role is the subscriber’s primary point of contact during the critical first weeks of their relationship.
This is not a technical support role. It is a high-touch, relationship-driven coordination role that requires deep knowledge of property management operations, sharp organizational skills, and the ability to work confidently with subscriber data across all property types.
The Onboarding Coordinator manages the CS-Assisted onboarding path — the route taken by new subscribers who request guided setup rather than self-onboarding. Most subscribers managing 250 or more units will use this path.
Co budeš dělat
- Subscriber Intake and Project Setup
- Receive and review new subscriber onboarding requests routed from the sales team or customer service.
- Conduct an intake call with each new subscriber to understand their portfolio — unit count, property types, current software, and any existing data to be migrated.
- Assess the subscriber’s data sources — spreadsheets, existing property management software, paper records — and determine the migration complexity and timeline.
- Create the subscriber’s onboarding project record in the Admin Backend and assign a target go-live date.
- Set expectations clearly with the subscriber about the onboarding timeline, what is required from them.
- Data Migration and Account Build
- Guide the subscriber through the process of exporting data from their current system or preparing their data files for migration.
- Build the subscriber’s complete account: property records, unit records, unit detail (appliances, fixtures, inspection schedules), staff records, owner records, vendor records, and tenant records.
- Import tenant ledger history and opening balances. Complete and file the Ledger Import Declaration confirming the accuracy of imported financial data before the subscriber goes live.
- Invite all participant types — staff, tenants, owners, vendors, and agents — through the correct invitation workflow for each portal.
- Coordinate the SAQ-A PCI compliance eSignature with each new subscriber. Pre-completes the document — the Onboarding Coordinator presents it to the subscriber for review and eSignature through the Platform.
- Configure the subscriber’s Settings including: billing cycle, payment application order, leasing fee structure, showing fee configuration, inspector fee configuration, NSF fee amount, owner reserve configuration, and merchant account assignments.
- Verification and Go-Live
- Run the onboarding verification checklist before any subscriber account goes live. Verify that all properties, units, tenants, and owners are correctly entered and that ledger opening balances match the Ledger Import Declaration.
- Conduct a go-live walkthrough call with the subscriber covering the Staff Portal, how to invite participants, how to process the first rent cycle, and how to use Grace AI.
- Monitor the subscriber’s account during the 30-day post-launch support window for any data issues, configuration questions, or workflow gaps.
- Maintain regular check-in contact with the subscriber during the first 30 days to ensure they are operating confidently and independently.
- Subscriber Support During Onboarding
- Be the first point of contact for subscriber questions during onboarding. Answer platform questions, clarify configuration options, and escalate technical issues to the development team.
Koho hledáme
- Primary internet connection with a minimum speed of 15 Mbps .
- Backup internet connection with at least 10 Mbps .
- Backup connection must be capable of supporting work during a power outage.
- Primary Device:
- Desktop or laptop equipped with at least:
- Intel Core i5 (8th generation or newer) , Intel Core i3 (10th generation or newer) , AMD Ryzen 5 , or an equivalent processor.
- A minimum of 8 GB RAM .
- Backup Device:
- Must meet or exceed the performance of an Intel Core i3 processor.
- Must be functional during power interruptions.
- A functioning webcam .
- A noise-canceling USB headset .
- A quiet, dedicated home office space .
- Peripherals and Workspace: A smartphone for communication and verification purposes.
Benefity
- Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.
