Client Onboarding Manager

Responsibilities

Team Leadership & Development

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
• Set clear goals and performance expectations aligned with departmental objectives.
• Provide regular coaching, feedback, and professional development opportunities to build team capability.
• Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.
• Manage recruitment, onboarding, and training to build a high-performing team culture.

Client & Cross-Functional Partnership

• Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.
• Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.
• Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.
• Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.

Operational Execution & Process Improvement

• Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.
• Identify and implement process improvements to increase efficiency, scalability, and accuracy.
• Monitor team metrics and performance dashboards to drive accountability and continuous improvement.
• Partner with other managers to standardize best practices and optimize end-to-end workflows.

Training, Quality & Standards

• Establish and maintain high quality and consistency standards across all team outputs.
• Lead periodic quality reviews, identifying trends and coaching opportunities.
• Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.
• Champion operational excellence and knowledge sharing across the broader function.
• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Onboarding Oversight

• Oversee the team’s client communication to ensure a positive, professional experience from onboarding to activation.
• Address escalated client concerns or complex issues and support the team in resolution efforts.
• Track client feedback and ensure the team implements improvements based on insights from surveys, NPS, and CSAT scores.
• Collaborate with other departments, including Technical Services, Sales, and Success, to drive seamless integrations and support.
• Evaluate team performance metrics to uncover trends and areas for enhancement by utilizing KPIs such as installation time, client satisfaction, and activation rates.
• Partner with Quality Assurance to ensure the team follows processes and sets the clients up for success.

Skills & Knowledge

• Advanced leadership, coaching, and team development skills.
• Strategic thinking and operational planning abilities.
• Strong problem-solving, decision-making, and analytical capabilities.
• Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.
• Proficiency with relevant systems, tools, and metrics-driven management.
• Effective stakeholder management and cross-functional collaboration.
• Strong understanding of restaurant management systems and software solutions, with the ability to guide and mentor the team on their effective use in client onboarding and training.
• Exceptional organizational and multitasking abilities, with the capability to manage competing priorities, track team performance, and ensure project deadlines are met.
• Ability to maintain professionalism and composure when managing high-pressure situations or working with various client personalities and expectations.
• Knowledge of or experience in restaurant operations, management, or hospitality technology.
• Knowledge of or experience in a client-facing implementation, project management, or consulting role.
• Knowledge of using Customer Relationship Management (CRM) tools (Salesforce preferred)

Previous Experience

• 8 years of professional experience in customer success or related roles.
• 3 years of experience managing and developing high-performing teams.
• Experience in fintech or SaaS environments preferred.
• Bilingual English/Spanish strongly preferred

Education / Professional Training

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.
• An equivalent combination of education and experience may be considered.
• Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus.