SaaS Implementation & Client Onboarding Specialist

Jade Dryburgh

SaaS Implementation & Client Onboarding Specialist

************@*****.*** • 321-***-****

http://www.linkedin.com/in/jadedryburgh/ • Orlando, FL Accomplished SaaS onboarding and implementation professional with 8+ years of experience leading client onboarding, software implementation, training delivery, and process improvement initiatives. Proven success managing customer -facing projects, building stakeholder relationships, and translating complex technical concepts into practical business solutions. Skilled in SaaS implementations, client success, change management, virtual training, and cross-functional collaboration. Recognized for driving customer adoption, improving onboarding experiences, and delivering successful implementation outcomes in fast-paced technology environments.

Areas of Expertise

SaaS Implementation

Client Onboarding

Customer Success

Project Coordination

Stakeholder Management

Process Optimization

Change Management

Virtual Training Delivery

System Configuration

Curriculum Development

Learning Management Systems

Cross-Functional Collaboration

Career Experience

ADP, Maitland, FL, Hybrid November 2024 — Present

Implementation Consultant

Lead end-to-end implementation and onboarding of ADP solutions for new clients, ensuring smooth system configuration, data accuracy, and successful project delivery. Collaborate with clients, internal stakeholders, and cross-functional teams to gather requirements, manage timelines, and provide expert guidance throughout the implementation lifecycle. Deliver client training, troubleshoot issues, and support change management initiatives to drive adoption and long-term success.

● Manage full-cycle implementation projects for ADP clients, ensuring on-time and successful deployment of payroll and HR solutions.

● Partner with clients to gather business requirements, configure system settings, and validate data integrity.

● Deliver virtual training sessions and product education to support user adoption and operational readiness.

● Collaborate with internal teams to resolve implementation challenges and streamline onboarding processes.

● Provide consultative support throughout project lifecycles, maintaining strong client relationships and satisfaction.

● Ensure compliance with implementation standards, documentation requirements, and project milestones. Spatial Data Logic, Remote May 2023 — August 2024

Onboarding Specialist - SaaS

Optimize SaaS client onboarding processes to enhance user experience and streamline team communication. Develop and implement training programs, including creating materials and facilitating virtual sessions across various platforms. Innovate onboarding strategies to increase efficiency and client satisfaction. Standardize training procedures to ensure consistency and quality.

● Increased monthly trainings booked by 20%, through revamped training programs and offerings.

● Revamped training program, introducing variety of options to accommodate diverse client needs and learning styles.

● Standardized training program, establishing consistent protocols and benchmarks for client engagement. Codefied, dba Housecall Pro, Remote September 2021 — May 2023 Onboarding Specialist – SaaS Clients

Optimized customer onboarding process with an AGILE mindset, ensuring seamless integration of Key Accounts. Developed strong, trusted relationships with account stakeholders through effective communication and support. Designed and executed comprehensive training programs, including digital media, manuals, and documents, tailored to client needs. Leveraged expertise in virtual training platforms to deliver engaging and informative sessions.

● Streamlined onboarding procedures for Housecall Pro, crafting training scripts that enhanced efficiency.

● Facilitated knowledge transfer, enabling SaaS clients to fully leverage product features and capabilities.

● Reduced time-to-competency for new users, contributing to increased customer satisfaction. AES/PPD, Remote November 2018 — September 2021

Senior Training Coordinator

Developed and standardized singular Learning Management System (LMS) from four disparate systems to streamline training processes and enhance user experience for 2,900+ global staff. Led curriculum development, ensuring relevant and up-to-date content for various departments. Managed onboarding of new hires, overseeing their learning paths and progress within the LMS. Designed and maintained the Department's SharePoint page to facilitate resource sharing and collaboration. Provided comprehensive support for system issues, staff assistance, and audit facilitation, ensuring compliance and operational efficiency.

● Successfully managed learning paths for 2,900 employees globally, enhancing staff competency and performance.

● Pivoted to remote work in 2020, seamlessly transitioning in-person training to virtual platforms without disruption to learning continuity.

● Resolved critical system issues, reducing downtime and maintaining system integrity for optimal training delivery.

● Facilitated rigorous audits, ensuring adherence to industry standards and regulatory requirements.

● Designed and created engaging digital content for the Department's SharePoint page, improving resource accessibility and user engagement.

Sandcastle October 2017 — November 2018

Human Resources/Training Manager

Revamped onboarding process to incorporate Adult Learning Principles, enhancing employee engagement and knowledge retention. Launched Employee Rewards Program, significantly reducing turnover and fostering a positive work environment. Mastered use of Google Workspace, Slack, and Zoom to facilitate effective communication and virtual training sessions. Developed comprehensive training materials and manuals, tailoring content to diverse learning styles. Oversaw the integration of new technology and applications, ensuring staff proficiency and seamless adoption.

● Designed and implemented an Employee Reward program, contributing to a notable decrease in staff turnover.

● Led adoption of new technology and applications, resulting in improved operational efficiency and staff engagement.

● Maintained personnel records, ensuring compliance with regulatory standards and up-to-date staff certifications. Strategies Now, Winter Park, FL January 2017 — September 2017 Patient Educator

Coordinated health assessments and facilitated connections between healthcare professionals and patients, ensuring comprehensive care and support. Developed and delivered tailored educational programs to enhance patient understanding of treatment plans. Created training materials and manuals, employing a variety of digital media to accommodate different learning styles. Quickly mastered new information and platforms to provide effective virtual training, adapting content to meet diverse patient needs.

● Earned MVP award for exceptional performance in patient education and engagement.

● Designed virtual training sessions that increased patient comprehension and adherence to treatment protocols.

● Produced suite of educational materials that served as a reference for patients and healthcare providers alike.

● Pioneered use of digital media in patient education, enhancing the accessibility and impact of health information. Right at Home, Orlando, FL February 2016 — October 2016 Client Care Manager – SaaS Client

Revised in-home care policies and conducted consultations to enhance satisfaction and compliance. Overhauled company handbook, ensuring clarity and accessibility for staff and SaaS Clients. Designed and delivered comprehensive training programs, leveraging digital media and virtual platforms to facilitate knowledge transfer and skill development.

● Developed new client assessment process to personalize care plans, resulting in increased retention.

● Initiated digital transformation of training materials, leading to 30% reduction in onboarding time for new caregivers.

● Crafted virtual training strategy that maintained staff development continuity during remote work periods. Additional Experience

Office Manager/Administrator, Touching Hearts

H.R./Training Manager, Home Instead Senior Care

Education

Bachelor of Science, Healthcare Administration, Everest University Certifications

PPD’s Professional Excellence Trainer Certification Program, July '21 Center for Digital Government State & Local Government Market Professional, June '23 Social Media Marketing Certificate, HubSpot Academy, Aug '23 Totango Creator (Project Management Software), Sept '23

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