• The Subscriber Onboarding Coordinator is responsible for guiding new subscribers through the complete onboarding process from signed agreement to a fully operational account. • This role is the subscriber’s primary point of contact during the critical first weeks of their relationship. • The Onboarding Coordinator manages the CS-Assisted onboarding path — the route taken by new subscribers who request guided setup rather than self-onboarding. • Most subscribers managing 250 or more units will use this path. • Receive and review new subscriber onboarding requests routed from the sales team or customer service. • Conduct an intake call with each new subscriber to understand their portfolio — unit count, property types, current software, and any existing data to be migrated. • Assess the subscriber’s data sources — spreadsheets, existing property management software, paper records — and determine the migration complexity and timeline. • Create the subscriber’s onboarding project record in the Admin Backend and assign a target go-live date. • Set expectations clearly with the subscriber about the onboarding timeline, what is required from them. • Guide the subscriber through the process of exporting data from their current system or preparing their data files for migration. • Build the subscriber’s complete account: property records, unit records, unit detail (appliances, fixtures, inspection schedules), staff records, owner records, vendor records, and tenant records. • Import tenant ledger history and opening balances. Complete and file the Ledger Import Declaration confirming the accuracy of imported financial data before the subscriber goes live. • Invite all participant types — staff, tenants, owners, vendors, and agents — through the correct invitation workflow for each portal. • Coordinate the SAQ-A PCI compliance eSignature with each new subscriber. Pre-completes the document — the Onboarding Coordinator presents it to the subscriber for review and eSignature through the Platform. • Configure the subscriber’s Settings including: billing cycle, payment application order, leasing fee structure, showing fee configuration, inspector fee configuration, NSF fee amount, owner reserve configuration, and merchant account assignments. • Run the onboarding verification checklist before any subscriber account goes live. Verify that all properties, units, tenants, and owners are correctly entered and that ledger opening balances match the Ledger Import Declaration. • Conduct a go-live walkthrough call with the subscriber covering the Staff Portal, how to invite participants, how to process the first rent cycle, and how to use Grace AI. • Monitor the subscriber’s account during the 30-day post-launch support window for any data issues, configuration questions, or workflow gaps. • Maintain regular check-in contact with the subscriber during the first 30 days to ensure they are operating confidently and independently. • Be the first point of contact for subscriber questions during onboarding. Answer platform questions, clarify configuration options, and escalate technical issues to the development team. • Use Grace AI within the platform to answer common subscriber questions efficiently and demonstrate Grace’s capabilities to new subscribers in real time. • Document any onboarding issues, data anomalies, or platform gaps encountered during each onboarding and report them to the CEO for product review. • Maintain clear onboarding project notes in the Admin Backend so any team member can see the status of every active onboarding at a glance. • Follow the onboarding workflow. The workflow exists to ensure consistent, high-quality onboarding for every account regardless of portfolio size or complexity. • Identify opportunities to improve the onboarding workflow and bring them to the CEO with specific recommendations. • Maintain subscriber data confidentiality at all times. Subscriber data including tenant records, financial records, and owner information is highly sensitive and must be handled accordingly.

• Act as the single point of ownership for international onboarding activities related to new Tech Sourcing opportunities. • Own and maintain the international onboarding framework, including processes, tools, and governance across pre‑sales, onboarding, transition. • Advise Sales teams & ISP’s during the business intake and onboarding process on delivery capability, service models, and solution options with service design and transition if applicable (SD&T). • Assess customer requirements against standard Global TechSourcing services, identifying non‑standard requests, risks, and operational or financial impacts. • Review and approve service and transition design documentation where documentation does not exist, design and document fit‑for‑purpose operational solutions. • Develop and maintain supporting documentation (e.g., how-to guides and customer-specific process instructions) in partnership with Service Design & Transition (SD&T) to enable consistent execution by global delivery teams. • Proactively recommend innovative, efficient, and scalable solutions that improve productivity and leverage available tooling, service provider capabilities, and internal policies. • Support the onboarding across US/CA, particularly for service extensions or where a dedicated SD&T is not assigned. • Lead and coordinate cross‑functional, geographically dispersed teams to achieve successful onboarding outcomes. • Build and maintain strong working relationships with international stakeholders, including Business Enablement, Service Design, Transition, and Delivery teams. • Partner with Global TechSourcing and regional teams to ensure awareness of upcoming opportunities, confirm resource readiness, and support successful delivery planning. • Promote an automation‑first and digital‑enablement mindset across onboarding and service delivery activities. • Contribute to continuous improvement initiatives that enhance onboarding efficiency, service quality, and customer experience. • Provide operational guidance and oversight for complex TechSourcing engagements, often involving integrated Professional Services. • Support the development and execution of service improvement plans and the continued evolution of international services. • Develop and maintain a strong understanding of the organization’s international delivery capabilities, including global service providers and solution offerings. • Clearly articulate international service capabilities to internal teams and stakeholders to support confident and informed decision‑making.

Role Description The Subscriber Onboarding Coordinator is responsible for guiding new subscribers through the complete onboarding process from signed agreement to a fully operational account. This role is the subscriber’s primary point of contact during the critical first weeks of their relationship. This is not a technical support role. It is a high-touch, relationship-driven coordination role that requires deep knowledge of property management operations, sharp organizational skills, and the ability to work confidently with subscriber data across all property types. The Onboarding Coordinator manages the CS-Assisted onboarding path — the route taken by new subscribers who request guided setup rather than self-onboarding. Most subscribers managing 250 or more units will use this path. What You Will Do - Subscriber Intake and Project Setup - Receive and review new subscriber onboarding requests routed from the sales team or customer service. - Conduct an intake call with each new subscriber to understand their portfolio — unit count, property types, current software, and any existing data to be migrated. - Assess the subscriber’s data sources — spreadsheets, existing property management software, paper records — and determine the migration complexity and timeline. - Create the subscriber’s onboarding project record in the Admin Backend and assign a target go-live date. - Set expectations clearly with the subscriber about the onboarding timeline, what is required from them. - Data Migration and Account Build - Guide the subscriber through the process of exporting data from their current system or preparing their data files for migration. - Build the subscriber’s complete account: property records, unit records, unit detail (appliances, fixtures, inspection schedules), staff records, owner records, vendor records, and tenant records. - Import tenant ledger history and opening balances. Complete and file the Ledger Import Declaration confirming the accuracy of imported financial data before the subscriber goes live. - Invite all participant types — staff, tenants, owners, vendors, and agents — through the correct invitation workflow for each portal. - Coordinate the SAQ-A PCI compliance eSignature with each new subscriber. Pre-completes the document — the Onboarding Coordinator presents it to the subscriber for review and eSignature through the Platform. - Configure the subscriber’s Settings including: billing cycle, payment application order, leasing fee structure, showing fee configuration, inspector fee configuration, NSF fee amount, owner reserve configuration, and merchant account assignments. - Verification and Go-Live - Run the onboarding verification checklist before any subscriber account goes live. Verify that all properties, units, tenants, and owners are correctly entered and that ledger opening balances match the Ledger Import Declaration. - Conduct a go-live walkthrough call with the subscriber covering the Staff Portal, how to invite participants, how to process the first rent cycle, and how to use Grace AI. - Monitor the subscriber’s account during the 30-day post-launch support window for any data issues, configuration questions, or workflow gaps. - Maintain regular check-in contact with the subscriber during the first 30 days to ensure they are operating confidently and independently. - Subscriber Support During Onboarding - Be the first point of contact for subscriber questions during onboarding. Answer platform questions, clarify configuration options, and escalate technical issues to the development team. - Use Grace AI within the platform to answer common subscriber questions efficiently and demonstrate Grace’s capabilities to new subscribers in real time. - Document any onboarding issues, data anomalies, or platform gaps encountered during each onboarding and report them to the CEO for product review. - Maintain clear onboarding project notes in the Admin Backend so any team member can see the status of every active onboarding at a glance. - Process and Quality - Follow the onboarding workflow. The workflow exists to ensure consistent, high-quality onboarding for every account regardless of portfolio size or complexity. - Identify opportunities to improve the onboarding workflow and bring them to the CEO with specific recommendations. - Maintain subscriber data confidentiality at all times. Subscriber data including tenant records, financial records, and owner information is highly sensitive and must be handled accordingly. Qualifications - Direct experience in property management operations. - Understanding of the relationship between a property management company, its owner clients, and its tenants. - Familiarity with lease types, rent collection cycles, security deposit handling, and the basic tenant lifecycle from application through move-out. - Understanding of property management accounting at a functional level. - Familiarity with at least one major property management software platform — AppFolio, Yardi, Buildium, RentManager, or similar. - Understanding of the difference between residential, commercial, student housing, and HOA management. Skills and Competencies - Exceptional organizational skills. - Clear and professional written and verbal communication. - Attention to detail in data entry and data verification. - Comfort working with spreadsheets, CSV files, and data exports from other software systems. - Ability to work independently and manage your own time and project load without close supervision. - A natural teaching instinct. Technical - Experience with SaaS onboarding or customer success in a software company. - Familiarity with eSign platforms such as Xodo or DocuSign. - Experience with PaySafe, Stripe, or other payment processing platforms. - Experience with AI tools in a professional setting. What Success Looks Like - Completed hundreds of successful subscriber onboardings. - Demonstrated mastery of the onboarding workflow. - Identified at least two specific improvements to the onboarding workflow. - Ability to build relationships with subscribers. Minimum Technical and Work Environment Requirements - Primary internet connection with a minimum speed of 15 Mbps. - Backup internet connection with at least 10 Mbps. - Desktop or laptop equipped with at least Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor. - A minimum of 8 GB RAM. - A functioning webcam. - A noise-canceling USB headset. - A quiet, dedicated home office space. - A smartphone for communication and verification purposes. Benefits - Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. - Seize daily chances to learn, innovate, and excel. - Unlock a world of possibilities and resources to propel your career forward. - Thrive in a high-energy, engaging atmosphere. - Embrace the freedom to work from home or any location of your choice. - Achieve a healthy work-life integration to perform at your best.

• Own the customer journey from "paid" to "completing, renewing, expanding" • Define the activation metric and move it weekly • Build kickoff, milestone, save, and escalation playbooks from a blank page • Run a small onboarding team and grow it as the product line scales • Decide what gets templated, what gets cut, what gets escalated • Bridge sales promises to delivery reality without dropping either side • Ship improvements in days, not quarters