Client Onboarding Manager

Join our team as a Client Onboarding Manager, where you will lead a team of specialists to drive operational excellence and process improvements. You will be responsible for delivering a seamless Point of Sale (POS) implementation experience for clients, while fostering collaboration across departments and developing team capabilities. Your key metrics will include time to install, activation rates, and client satisfaction. This role requires strong leadership, problem-solving, and analytical skills, as well as a deep understanding of restaurant management systems and software solutions.

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
• Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.
• Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.
• Proficiency with relevant systems, tools, and metrics-driven management
• Effective stakeholder management and cross-functional collaboration
• Strong problem-solving, decision-making, and analytical capabilities
• Exceptional organizational and multitasking abilities, with the capability to manage competing priorities, track team performance, and ensure project deadlines are met
• 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
• Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction
• Strategic thinking and operational planning abilities
• Knowledge of or experience in a client-facing implementation, project management, or consulting role
• Ability to maintain professionalism and composure when managing high-pressure situations or working with various client personalities and expectations
• Knowledge of using Customer Relationship Management (CRM) tools (Salesforce preferred)
• Knowledge of or experience in restaurant operations, management, or hospitality technology
• Advanced leadership, coaching, and team development skills
• Experience in fintech or SaaS environments preferred
• 8 years of professional experience in customer success or related roles
• 3 years of experience managing and developing high-performing teams
• Bilingual English/Spanish strongly preferred
• Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required
• An equivalent combination of education and experience may be considered