Onboarding & Implementation Specialist

We are seeking an organized and independent Onboarding & Implementation Specialist to join our team and support our partner company, PodPlay Technologies. PodPlay Technologies is a software and hardware platform for modern recreational venues and the only vertical SaaS operating system in the space. It integrates reservations, events, coaching, analytics, and payments with proprietary technology - including digital scoreboards, instant video replays, secure access, and 24/7 remote monitoring. Originally built for PingPod, PodPlay now powers next-generation pickleball, padel, ping pong, pool, tennis, golf, and multisport facilities worldwide.

As an Onboarding & Implementation Specialist, you will guide customers from contract signing to go-live, ensuring a smooth and well-organized onboarding experience. Acting as the central coordinator between customers and internal teams, you will maintain critical sales context, align stakeholders on commitments and next steps, and drive implementation progress. Your focus is on facilitating communication, ensuring accountability, and removing roadblocks so that customers can launch quickly and confidently. 

Responsibilities:

Handoffs and pipeline ownership

• Own the formal Sales → Onboarding handoff: receive a structured brief from Sales at deal close, confirm all account details, and formally kick off the implementation process within 24 hours.
• Carry the sales context forward – understanding what was discussed, what was promised, and what matters most to each customer – so downstream teams never have to rediscover it.
• Own the formal Onboarding → CS handoff: document account status, configuration, open items, and any commitments made before transferring a live Club to the CS team. Nothing gets handed off without a complete record.
• Run a recurring internal pipeline call – keeping Sales, CS, hardware, and Operations aligned on every active onboarding. You own this meeting, the agenda, and the follow-through.
• Maintain a live, accurate onboarding pipeline view that anyone on the team can reference without asking you for a status update. 
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Implementation coordination

• Be the first point of contact once a deal closes – reach out immediately, set expectations, and get the process moving.
• Coordinate across hardware, CS, sales, and operations so no handoff is ambiguous and no action item is orphaned.
• Set customer expectations clearly: what forms are needed, what calls are happening, who handles what, and what comes next.
• Route technical questions to the right owner rather than personally resolving every configuration detail. 

Customer experience

• Run structured kickoff calls, implementation check-ins, and go-live confirmations with new Clubs.
• Be fluent in core features – Reservations, Events, Memberships, Coaching, Replays – so you can answer common questions on the spot.
• Know when to escalate and who to bring in for deeper technical questions. 

Post-launch follow-through

• Check in with Clubs after go-live to confirm everything is working and surface any early issues before they become problems.
• Hand off cleanly to the CS team once the Club is stable and self-sufficient, with a complete record of configuration and any open items. 

Qualifications:

• Exceptional organizational skills and attention to detail
• Several successful years in a client-facing role: onboarding, implementation, and project coordination (or equivalent experience)
• Excellent written and verbal English skills
• Strong communicator - warm, clear, and professional with customers at all levels
• Comfortable learning a technical product and explaining it to non-technical operators
• Experience with several CRM or project management tools
• Self-directed; able to manage multiple implementations simultaneously without losing track
• Higher education degree preferred and not required

We offer:

• Full-time, remote work
• Working hours: Monday to Friday, starting at 3pm CET
• Private Health Insurance from day 1
• Timely and organized performance reviews

If this seems like the right job for you, we invite you to submit your resume in English. Please keep in mind that resumes in other languages might not be considered.