Implementation & Onboarding Associate

Implementation & Onboarding Associate - Job Description

Who We Are

STEAMe is a workforce technology company turning fragmented systems into engines of economic advancement.  Our roots in NowPow—a nationally recognized social care referral platform that connected 13 million people to vital care services—taught us how to deliver multi-sided platforms that power complex ecosystems. We channel that expertise into STEAMe, with purpose-built workforce solutions that close data and process gaps, connect stakeholders, and accelerate job placement and prosperity at scale.

The Role

As the Implementation & Onboarding Associate, you will take ownership of helping new customers get on board STEAMe products smoothly, successfully, and assist with other customer readiness initiatives. Reporting to the Implementation Lead, you will collaborate cross-functionally to deliver a top-notch onboarding experience that drives product adoption, satisfaction, and sets customers up for long-term success.

Since we are a fast growing and agile startup, you will contribute across multiple areas of the implementation and marketing/enablement function, from assisting with the implementation execution activities, to building knowledge and training materials, to product enablement for customers. 

If you love processes, creative training approaches, implementing new things, and helping customers thrive with software —this role is for you. Bonus points if you are an enthusiastic problem solver, workflow enthusiast, and adept at making things easier for everyone.

Responsibilities

• Assist with customer onboarding projects from kick-off through implementation
• Assist with customer onboarding communications, including setting up kick-off meetings, training schedules, agendas, and onboarding emails.
• Help review and optimize onboarding processes to ensure consistency and customer readiness
• Build and maintain onboarding materials including user guides, Knowledge Base articles, and training documentation 
• Create onboarding and training videos to help customer adoption and proficiency
• Identify and analyze customer implementation feedback to improve experience and reduce friction
• Collaborate with teams to address training gaps and work with Marketing to create educational content
• Contribute to STEAMe's internal playbooks and team enablement resources
• Track and report on onboarding metrics, customer milestones, and training completion
• Lead custom product demonstrations for select potential customers. Act as a sales engineer, to help product team and sales provide STEAMe curated product tours, prior to sandbox deployment 

Requirements

• Bachelor's degree
• 2+ years work experience preferred
• Work experience in social impact, tech start-ups, customer success, or SaaS a plus
• Proficiency in project management and technology such as Asana, Excel, Airtable
• Strong analytic and problem-solving skills
• Ability to design, build process documentation, and create knowledge content/materials, 
• Excellent verbal and written communication skills and stakeholder management skills
• Creative thinker with a passion for improving user experience
• Excellent collaborator with a service-first mindset
• Comfortable working independently and learning new technologies/approaches quickly
• Ability to present technology and software workflows to audiences with varying technical understanding

Environmental Job Requirements & Working Conditions

• Based in Chicago, IL
• Hybrid work environment — 3 days remote, 2 days in-office
• Up to 25% travel for client and partner engagements

Diversity and Inclusion

STEAMe is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer.