Hi, we’re Walla!

We believe movement is happiness. By revolutionizing the fitness industry’s software, we help boutique fitness studios get and keep more people moving. When your neighborhood fitness studio succeeds, the ripple effect is massive. We aim to make that ripple as big as possible— like, tsunami big. How do we achieve this goal? We build what it takes to support the next generation of boutique fitness studios. This means simple, smart, and flexible software built by a team that is obsessed with making our clients happy. We care about the long game, but ensure our clients’ lives are easier in the short term too. And what do we do to make sure we stay on track? We live by our core values:

• Hard work, together
• Big Hearted
• Always Learning
• Build Raving Fans

Summary

Customer experience is different at Walla.

We don't believe in red tape or limits; we’ll arm you with the resources you'll need to exceed customers’ expectations and deliver a truly remarkable experience. And that experience starts with you!

As an Onboarding & Implementation Specialist at Walla, you will play a critical role in setting up fitness businesses for long-term success by guiding them through a thoughtful and strategic transition onto our platform. You’ll be the primary point of contact once a new client signs on, translating their goals into a clear, actionable onboarding plan that sets the tone for their entire Walla experience. Collaborating closely with our Sales and Customer Success teams, you’ll ensure a seamless handoff, a smooth launch, and a strong foundation for growth. You’ll combine operational excellence with genuine relationship-building to make every client feel confident, supported, and excited to be part of the Walla community. If you’re passionate about helping others succeed and thrive in a fast-paced, people-first environment, we’d love to meet you.

Who You Are:

• You have a self-directed, start-up mentality who takes ownership for their work, doesn’t mind helping the team with periodic projects outside specific job description, and will help establish our company culture as we grow.
• You use humor to carry yourself through challenges. You bring smiles, laughs, and lots of gifs
• You possess expert communication skills and empathy that allows you to communicate with individuals throughout an organization
• You balance confidence with humility
• You don’t waste time. You are efficient, effective, and work hard. You take pride in your day-to-day work.
• You want to be part of a fast-paced environment to build something that will change the world!

What You'll Be Doing:

• Enthusiastically welcome new businesses to the Walla family
• Work with sales to manage and maintain an efficient onboarding schedule
• Own and manage customer relationships from the sales handoff through successful implementation
• Lead implementation calls and training sessions tailored to studio workflows and goals
• Create and manage onboarding project timelines, ensuring key milestones are met across implementation phases
• Own onboarding KPI's (time-to-value, product adoption and NPS)
• Identify roadblocks or risks early and proactively problem-solve with customers
• Drive product adoption by highlighting features, integrations, and optimizations
• Contribute to process improvements and documentation to scale onboarding efficiency
• Represent the voice of the customer by sharing insights with internal teams
• Develop and maintain customer education content and resources that can be used to accelerate customer adoption of products
• Manage the onboarding inbox and aim to exceed KPI goals while working on assigned tasks
• Surprise and delight customer with notes, Walla swag, or thoughtful gifts

What You Bring to the Team:

• 2+ years of experience in an onboarding or implementation role (within a SaaS company preferred)
• 2+ years of client facing experience
• Comfortable with software configuration, data migration, and troubleshooting (CSV and Excel formatting/mapping)
• A willingness to go above and beyond for our customers and foster strong relationships
• Excellent communication and problem-solving skills, as well as strong logical thinking
• Ability to work cross functionally across teams
• Positive attitude, empathy, energetic and engaging
• Strong project management skills and comfort managing multiple customers simultaneously
• Ability to take initiative and adapt
• Ability to operate with a customer-centric mindset, while creatively navigating business challenges and limitations
• A bachelor's or equivalent degree
• Experience working with CRM and support tools is a plus. (Hubspot, Rocketlane, Arrows, Intercom, Loom, etc)
• Experience in the fitness and wellness industry is a huge plus!
• Preferred core working hours to accommodate PST and MST timezones

What We Have For You:

• Remote work environment
• Unlimited vacation policy
• Company-paid medical, dental, and vision plans / 50% covered for dependents
• Participation in company equity plan with a fast-growing company
• Flexible work schedule. As long as you are crushing your goals, you make your schedule!
• Fun culture that celebrates wins, encourages autonomy, ownership, and transparency
• We are an impact organization, and invite all of our team members to participate in our quarterly volunteer events
• Commitment to employee wellness including weekly Yoga sessions with our President

Walla is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.