Brianna Powell
Spokane,WA
Summary
Dynamic Customer Onboarding and Implementation Leader with over 8 years of experience delivering exceptional remote onboarding, training, and enterprise client enablement within the SaaS and healthcare technology sectors. Demonstrated ability to drive seamless go-lives, enhance onboarding processes, and maintain a customer satisfaction rate exceeding 95% while managing high-impact accounts generating over $18K in monthly recurring revenue. Recently promoted to Team Lead, overseeing strategic enterprise onboarding initiatives, coaching team performance through one-on-one sessions, addressing escalations, and developing scalable training documentation to foster product growth and maximize customer adoption. Committed to leveraging expertise in client engagement to deliver outstanding results and drive organizational success.
Overview
9
9
years of professional experience
Work History
Customer Onboarding Team Lead
AxisCare
Remote
02.2026 - Current
- Promotion at AxisCare
- Lead onboarding for strategic enterprise accounts, ensuring successful implementation and go-live readiness.
- Conduct 1:1s, coach performance, and manage a team of onboarding employees.
- Handle escalations and work cross-functionally to ensure timely resolution and client satisfaction.
- Build and maintain training documentation for new features as the company scales.
- Train new employees through structured onboarding, shadowing, and enablement support.
- Support hiring through interviewing and assisting with team growth efforts.
- Oversee new hire ramp-up through their first full onboarding cycle to ensure readiness and consistency.
Customer Onboarding Specialist
AxisCare
Remote
12.2023 - 02.2026
- Managed onboarding for franchise and enterprise accounts, ensuring smooth transitions and successful go-lives.
- Maintained above-average CSAT scores while consistently meeting SLA expectations.
- Delivered client education, resolved software questions, and provided advanced training through webinars and Super User Academies.
- Revamped onboarding documentation and internal processes to improve efficiency and knowledge retention.
- Supported and mentored new employees to uphold service standards.
Implementation Consultant
WellSky
Remote
05.2018 - 12.2023
- Led implementation of software solutions to enhance client operations and workflows.
- Evaluated system performance post-implementation, identifying areas for improvement and optimization.
- Mentored junior consultants, providing guidance on best practices in system implementation.
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Collaborated with cross-functional teams to ensure successful project delivery and client satisfaction.
- Analyzed client requirements and customized solutions to meet specific business needs.
- Developed training materials and conducted sessions for end-users on new systems and processes.
Rover Now Specialist
Rover.com
Remote
09.2017 - 05.2018
- Led operational workflows to ensure timely and safe pet care services.
- Trained and mentored new pet sitters on best practices and customer service standards.
- Implemented process improvements to enhance service delivery efficiency across multiple assignments.
- Monitored and evaluated pet care quality, ensuring compliance with company policies and procedures.
- Coordinated scheduling of pet care services, optimizing resources for maximum coverage and client satisfaction.
- Resolved client inquiries and concerns promptly, maintaining high levels of customer satisfaction.
Education
High School Diploma -
North Knox High School
Bicknell, IN05-2011
Skills
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Schedule management
- Complaint resolution
- Process improvement
- Employee evaluation
- Product management
- Key performance indicators
- Relationship building
Timeline
Customer Onboarding Team Lead
AxisCare
02.2026 - Current
Customer Onboarding Specialist
AxisCare
12.2023 - 02.2026
Implementation Consultant
WellSky
05.2018 - 12.2023
Rover Now Specialist
Rover.com
09.2017 - 05.2018
High School Diploma -
North Knox High School