Project Coordinator, Customer Onboarding

Project Coordinator

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.