Senior Onboarding Specialist

Why Great Gray Group & RPAG?

RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry’s leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.

The Role

We are adding a Senior Onboarding Specialist to our Customer Success team. Building on a strong foundation in client enablement, the Senior Onboarding Specialist takes ownership of the most complex and high-value client onboarding engagements, while also playing a leadership role in shaping the onboarding function itself. This individual will serve as a platform and process expert — mentoring junior team members, refining the onboarding experience, and acting as a trusted strategic advisor to RPAG’s most important clients.

Location

This position will may work from our Las Vegas, NV office. Great Gray currently supports a hybrid work model with 4 days onsite, and 1 day remote. Working hours are 7:30AM PT – 4:30PM PT; Mon-Fri.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

Own the end-to-end onboarding experience for complex, high-priority, or enterprise-level advisor clients, from kickoff through full platform activation.

Design, deliver, and continuously refine structured onboarding programs, training curricula, and client-facing resources.

Act as a senior platform subject matter expert, providing in-depth guidance on RPAG features, workflows, and best practices.

Develop a deep understanding of each client’s business model and goals, and tailor the onboarding experience accordingly to drive meaningful adoption.

Monitor and analyze client adoption and engagement data; proactively identify risk and develop mitigation strategies to ensure successful platform utilization.

Mentor and support junior Onboarding Specialists, serving as a resource for escalated questions and providing coaching on best practices.

Lead the development and maintenance of onboarding playbooks, scalable training materials, and knowledge base content.

Collaborate cross-functionally with Sales, Product, Marketing, and Customer Support to align on client messaging, drive feedback loops, and improve the overall client experience.

Represent the onboarding team in product roadmap discussions, contributing the client perspective to feature prioritization.

Maintain accurate and detailed records of client engagement and onboarding progress in Salesforce.

Travel to client sites, company events, and industry conferences to deliver training and deepen relationships (travel expected approximately 4–6 weeks per year).

Complete other related duties as assigned.

Qualifications & Experience

Bachelor’s degree and 5+ years of experience in client onboarding, customer success, training, or a related client-facing discipline, preferably in financial services, fintech, or SaaS.

Demonstrated track record of managing complex, high-value client relationships and delivering measurable adoption outcomes.

Experience with adult learning principles, instructional design, or formal training program development.

Deep familiarity with the retirement planning or wealth management industry strongly preferred.

Exceptional presentation, facilitation, and communication skills; able to engage and influence audiences ranging from end users to C-suite stakeholders.

Experience working cross-functionally and influencing without direct authority.

Proficient in Salesforce or comparable CRM; experience with LMS or digital training platforms is a plus.

Strong analytical mindset with the ability to interpret adoption data and translate insights into action.

Experience mentoring or informally leading peers; prior team lead or senior individual contributor experience preferred.

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Comfortable navigating ambiguity.

Entrepreneurial mindset to bring best practice ideas to the team.

Your standards reflect our core values: Growth Mindset, Disciplined Curiosity, Grit, Results Ownership, Collaboration.