Project Coordinator, Customer Onboarding

Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams, and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are a profitable, high-growth company, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States — we are fully remote. We have ambitious growth plans over the next five years, and that's where you come in.

Job Summary:

As a Project Coordinator at Sierra Interactive, you are the owner of the client onboarding journey and the primary point of accountability for ensuring new customers experience a smooth, successful transition from sale to site launch.

You’ll lead each client from contract to go-live, maintaining momentum, setting clear expectations, and building trust through proactive, high-touch communication. You’ll remove blockers, provide solutions, and ensure every client feels guided, informed, and supported.

This is not a behind-the-scenes role. You are expected to own outcomes, demonstrate strong client management skills, and drive measurable results for every project.

Key Responsibilities:

• • Client Setup Ownership
  • Own the onboarding experience for a portfolio of new clients, serving as the single point of accountability from signed agreement through CRM and website launch.
  • Drive client progress by sending proactive nudges and following up via email, Sero (onboarding project management tool), phone, and Zoom to ensure clients stay on track.
  • Guide clients through key deliverables like Customer Intake, IDX approvals, EIN submission, and billing setup.
  • Monitor and manage onboarding tasks using project management tools. Identify risks early, communicate clearly, and escalate delays or blockers when needed.
  • Reignite stalled clients through persistence, solution-oriented communication, and ownership of the path forward.
  • Facilitate a smooth website go-live experience.
  • Client Management and Relationship Building:
  • Act as the trusted advisor and central point of contact throughout the onboarding journey, setting expectations and maintaining transparency.
  • Anticipate client needs before they arise and communicate proactively to prevent confusion or frustration.
  • Build confidence and trust with clients through empathy, professionalism, and accountability in every interaction.
  • Collaborate with cross-functional teams (Education, Support, Operations, etc.) to ensure a unified, frictionless client experience.
  • Customer Activation and Adoption:
  • Serve as the primary point of contact post-sale through the completion of onboarding and training.
  • Facilitate adoption by connecting clients with the Customer Education Team or providing self-service training resources.
  • Identify at-risk clients early and coordinate turnaround strategies with internal teams.
  • Promote Sierra’s platform features that help clients achieve measurable success.
  • Process Feedback and Refinement:
  • Own your feedback loop by collecting and sharing client insights to improve onboarding processes and materials.
  • Collaborate with internal teams to propose and implement process improvements that enhance efficiency and client satisfaction.
  • Educational and Product Guidance
  • Provide first-line support via phone for basic customer education questions during onboarding, including setup and “how-to” guidance on CRM features, IDX, and lead management.
  • Escalate advanced training needs to the Customer Education Team and technical issues to Support.
  • Empower clients to become confident in managing their Sierra platform independently.

Requirements

• Education: High school diploma or GED
• Experience: 1- 3+ years working in customer support, product support, or customer success in a SaaS environment
• Skills:
• You are thrilled at the opportunity to gain expertise in any platform-related subject and engage with it daily
• You take pride in teaching a topic, explaining a feature, and helping others understand a new concept
• Proven skills in facilitating virtual and live training sessions with a customer-centric approach
• Your writing skills are top-notch. You have an engaging, conversational style and a solid grasp of grammar
• You're organized and able to juggle multiple priorities at one time. You can switch gears quickly and re-adjust your focus as needed.
• Subject Matter Knowledge:
• Prior experience with customer onboarding is a plus
• Experience with best practices for lead generation, digital marketing, or contact database management
• Familiarity with content management systems and CRMs is a plus
• Interpersonal Abilities:
• You're a hard worker- both independently and in group settings- with a proven track record of getting things done carefully and efficiently. You're patient and pay attention to the details
• Working with people makes you happy. You're a talented communicator and can artfully break down something complex into smaller, consumable concepts.
• Additional Requirements:
• A team player who can collaborate effectively with cross-functional teams across the organization
• A commitment to continuous learning and professional development
• Prior experience working remotely or with distributed teams is preferred
• Real Estate experience is a plus.

Benefits

• Excellent medical, dental, and vision coverage Full cost covered for employee, and option to add spouse/partner and dependents.
• 401k retirement plan (up to 4% matching).
• 15 days PTO, 10 paid holidays.
• 12 weeks paid parental leave.