Client Onboarding Specialist

Responsibilities

• Lead onboarding consultations with key decision-makers, aligning expectations, defining success metrics, and establishing implementation roadmaps.
• Serve as the primary contact for executive stakeholders, ensuring proactive communication and alignment throughout onboarding.
• Identify and mitigate potential roadblocks, coordinating with internal teams and escalating when needed to maintain momentum.
• Partner with Success and Support teams to ensure smooth post-installation transitions and long-term client adoption.
• Conduct detailed configuration calls, aligning system setup with complex multi-location operations and client workflows.
• Collaborate with Engineering, Sales, and Implementation teams to manage custom integrations and system optimizations.
• Ensure technical components are thoroughly tested and validated to minimize go-live risks.
• Manage onboarding timelines, deliverables, dependencies, and client expectations to drive efficient implementations.
• Maintain comprehensive documentation in CRM and project management tools for team visibility.
• Develop and refine onboarding playbooks, using data and client feedback to enhance processes.
• Consistently meet or exceed KPIs, including time-to-install, activation rates, and NPS/CSAT scores.
• Analyze onboarding performance trends to identify operational efficiencies and improve client outcomes.
• Lead internal training and contribute to knowledge-sharing initiatives to strengthen team capabilities.
• Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.
• Review and verify outcomes before submission to maintain consistency and high-quality standards.
• Identify and address process gaps or errors to drive continuous improvement and operational excellence.

Skills & Knowledge

• Deep expertise in restaurant technology, POS platforms, and operational best practices.
• Exceptional executive communication and presentation skills, engaging senior stakeholders to drive alignment.
• Advanced proficiency in virtual training, remote onboarding, and implementation best practices.
• Strong analytical and problem-solving skills with a strategic approach to complex client needs.
• Proven ability to lead cross-functional initiatives and manage competing priorities in fast-paced environments.
• Experienced with CRM platforms (e.g., Salesforce), project management tools, and data-driven reporting.
• Knowledge of restaurant operations, enterprise hospitality solutions, or related industries.
• Experienced implementing or supporting enterprise POS solutions for multi-location clients.
• Skilled in client-facing project management or onboarding, managing complex rollouts successfully.

Previous Experience

• 2 – 5 years of professional experience in customer success or related roles.
• Experience in fintech or SaaS environments 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.
• Fluent in English (written and verbal).
• Additional languages are preferred but not required.

Compensation

• Base pay range is $46,550-67,100 for this role.
• Offers will be reflective of the candidate’s location and experience.
• Competitive compensation package which includes a company stock plan.

Benefits

• Medical, Dental and Vision Insurance
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year