Offer summary

Qualifications:

Bachelor's degree in a relevant field or equivalent experience., Strong communication and interpersonal skills for client interaction., Experience in project management and implementation processes., Proficiency in data manipulation, particularly with Excel..

Key responsibilities:

Guide new clients through the onboarding process, ensuring a smooth transition.

Build and execute tailored implementation training plans for clients.

Coordinate data migration and track project progress using RocketLane.

Conduct training sessions and assist in developing e-Learning programs for clients.

Job description

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, Amilia SmartRec™ streamlines operations, optimizes facility management, and simplifies program and membership management.

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement.

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually.

Caring is at the core of Amilia’s culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do.

What you can expect:

In this role, you’ll guide new clients through a smooth and impactful onboarding experience, ensuring they feel confident and ready to succeed. For some customers, you’ll take the lead—analyzing business processes, designing personalized onboarding plans, and delivering engaging onsite and virtual training sessions.

For larger-scale implementations, you’ll collaborate with our Project Management team and fellow Implementation Consultants, working together to create a seamless, efficient rollout. Your mission? Drive client satisfaction and make their transition effortless, ensuring they get the most out of Amilia from day one!

You will be responsible for:

Act as the primary point of contact for new clients during onboarding, providing email, phone support and on site when required
Build and execute implementation training plans, including process adjustments and tailored system configuration.
Advise on best practices to ensure a smooth go-live and facilitate change management by promoting user adoption and managing resistance risks.
Coordinate data migration between clients and internal teams, including data manipulation (usually in Excel).
Track project progress and health within RocketLane and provide project status updates to the Professional Services team and Customer Success Managers (CSMs).
Manage project plans, milestones, stakeholder mapping, and all project-related communications.
Conduct virtual and on-site training sessions for clients, ensuring timely account activation and proper handoffs to the Customer Support and CSM teams.
Assist in developing the Amilia e-Learning program and implementing client-facing reporting templates.
Apply continuous improvement methodologies to enhance implementation processes.
Ensure high client satisfaction at go-live, identifying opportunities for product improvement and collaborating with CSM, Sales, and Product teams.

Required profile