Onboarding Project Coordinator

Overview

You take new fitness studio clients from contract signature to go-live. You're coordinating with studio owners, managers, and front desk staff to get them trained on Mariana Tek's booking, billing, and member management platform. You're also working internally with implementation teams, product specialists, and account managers to make sure launches don't blow deadlines.

Role Snapshot

Company Context

Stage: Owned by Xplor (acquired company, mature product)

Size: Unknown (likely mid-size given enterprise customers)

Growth: Expanding CX team, suggests active customer acquisition

Market Position: Established player in boutique fitness studio software space

GTM Reality

Pipeline Sources:

• 100% existing customers who just signed contracts
• You get handed accounts after the AE closes the deal
• Studios range from single-location mom-and-pop yoga studios to multi-location franchise brands

SDR/AE Structure: You're post-sale, working with CSMs and AEs on handoffs

SE Support: You likely coordinate with technical implementation specialists for complex setups

Competitive Landscape

Main Competitors: Mindbody, Glofox, Zen Planner, Pike13, ClubReady

How They Differentiate: Built specifically for boutique fitness (not general wellness), focused on member experience

Common Objections: "This is complicated to set up", "My staff won't learn new software", "What if our data gets messed up?"

Win Themes: Better UX than legacy players, purpose-built for boutique fitness model

What You'll Actually Do

Time Breakdown

Client Calls/Training (40%) | Internal Coordination (25%) | Documentation/Setup (20%) | Troubleshooting (15%)

Key Activities

• Kickoff Calls: You schedule and run kickoff meetings with studio owners and managers, walking through timelines, gathering requirements, and setting expectations for what they need to do on their end
• Data Migration: You coordinate getting their existing member data, class schedules, and billing info from their old system into Mariana Tek—this usually involves spreadsheets, back-and-forth on formatting, and fixing errors
• Training Sessions: You run live training (Zoom or occasionally on-site) for studio staff on how to use the platform—checking in members, booking classes, processing payments, running reports. Same material, different audience each time
• Go-Live Support: During launch week, you're on-call to troubleshoot issues as they come up in real-time—billing errors, staff forgetting passwords, integrations not syncing, members complaining about the new booking experience

The Honest Reality

What's Hard

• Studios are chaotic—you're dealing with busy owners who don't have time for calls, front desk staff who are part-time and keep turning over, and tight timelines because studios can't afford downtime
• Data migrations are tedious and error-prone. You'll spend hours cleaning up spreadsheets, tracking down missing information, and fixing import errors
• Launch delays happen constantly because clients don't complete their action items on time (uploading content, testing workflows, training their staff), but you still get measured on on-time delivery
• You're juggling 8-12 implementations at once in different stages, so context-switching is constant

What Success Looks Like

• Getting 80%+ of your implementations live within the agreed timeline
• Customer satisfaction scores above 4.5/5 post-launch
• Low volume of post-launch support tickets (meaning you trained them well)

Who You're Working With

Primary Contacts:

• Studio Owners (entrepreneurs, passionate about fitness, operationally overwhelmed)
• Studio Managers (day-to-day operators, practical, need things to just work)
• Front Desk Staff (hourly employees, varying tech comfort levels, high turnover)

What They Care About:

• Not losing member data or screwing up billing during migration
• Minimal disruption to daily operations
• Staff actually knowing how to use the system so they don't look incompetent in front of members
• Getting launched before their busy season hits

Requirements

• Experience in customer onboarding, implementation, or project coordination (1-2 years)
• Fitness industry knowledge strongly preferred (you need to understand how studios operate)
• Comfortable training non-technical users on software
• Strong organizational skills—you're managing multiple timelines and stakeholders simultaneously
• Patient and service-oriented—you'll deal with stressed clients and repetitive questions
• Willingness to occasionally work evenings/weekends during critical launches