- Employment
- full time
Employer Job Description
From Rapsodo's posting. “We” and “our” refer to the employer.
About Rapsodo
Headquartered in Singapore with offices in the United States, Türkiye, Japan, and Malaysia, Rapsodo delivers affordable, professional-grade sports technology and data analytics to athletes at every level. Our hardware and growing software platform are used by partners including the PGA of America, Golf Digest, Troon, Major League Baseball teams, USA Baseball, and more than 1,000 NCAA athletic departments.
Powered by athletes who get it, and engineers who can do it.
Role Purpose
This is a hands-on individual contributor role. You will design and run Rapsodo’s onboarding-to-activation pipeline, from pre-installation readiness through a customer’s first 60 days of product use. There is no playbook to inherit; you will build it.
Why This Role Matters
A customer’s first 60 days decide whether they adopt the product or churn. This role makes that start structured and repeatable across hardware and software, which drives activation, reduces early churn, and protects revenue. You will also work with Customer & Partner Enablement to make sure certification and training standards hold up in real installs.
What You’ll Do
- Install Readiness
- Define install readiness criteria and run readiness checks before every install
- Align customers, partners, and internal teams on timelines, requirements, and dependencies
- Set clear customer expectations on setup, timing, and what they need in place
- Onboarding-to-Activation Pipeline
- Get customers from delivery to first productive use across hardware and software
- Coordinate onboarding steps across Support, partners, and Product
- Find and remove friction in the onboarding experience
- Standardize onboarding across customers and segments
- First 60 Days: Activation & Adoption
- Run structured check-ins at defined activation milestones
- Monitor early usage signals and flag at-risk customers
- Step in to resolve issues before they become churn
- Partner & Installer Execution
- Work with VARs, installers, and partner networks to deliver consistent, high-quality setups
- Hold field execution to defined onboarding and activation standards
- Surface partner readiness gaps to Enablement
- Insights & Feedback Loops
- Track install completion, onboarding progress, and activation milestones
- Identify recurring issues across installation, onboarding, and early usage
- Feed structured findings to Product, CX Operations, and Enablement
- Process & Scale
- Build the workflows, trackers, and tooling that make activation repeatable
- Evolve the activation model to keep pace with customer volume
- How Success Is Measured
- Activation rate and time to activation (delivery → install → first productive use)
- % of customers hitting activation milestones at day 30 and day 60
- Install readiness pass rate and first-time install success
- Early churn within the first 60 days
- Volume of onboarding-related support tickets
- Consistency of onboarding across customers, segments, and partners
Benefits
- Required
- 5+ years in implementation, onboarding operations, technical program management, partner/channel operations, or logistics coordination
- Has built or scaled an onboarding, implementation, or activation process for a technical or multi-step product
- Has coordinated work across customers, partners, and internal teams with competing timelines
- Has handled customer escalations directly and seen them through to resolution
- Proficient with tracking tools (excel, CRM, project management software) and uses data to flag risk
- Preferred
- Experience working with third-party installers, VAR networks, or comparable partner ecosystems
- Experience with hardware-enabled products, SaaS, or connected devices, ideally both
What We’re Looking For
- You think in checklists, dependencies, and repeatable systems
- You’re comfortable on the phone with a customer or VAR
- You measure yourself on outcomes, not activity
About this listing
LAYIQ is an independent job-discovery service. This listing does not imply a partnership with or endorsement by the employer. Review the original posting for current details and availability.
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