Client Onboarding Manager

Connecteam•Utah, United States, UT

17h

About The Position

The Onboarding Manager guides new customers who come from a partnership, through the implementation of Connecteam, from initial handoff and kickoff through a successful payroll launch. This is a customer-facing, hands-on implementation role combining project management, system configuration, payroll-process understanding, customer training and cross-functional coordination. The Onboarding Manager works closely with customers, in collaboration with the partner’s Implementation Managers and internal Connecteam teams to ensure employee data, time tracking, PTO, payroll rules and payroll system integrations are configured and validated correctly. The primary goal is to deliver a smooth onboarding experience while ensuring employees are paid accurately and on time. Implementations are payroll-first and planned around the customer’s first clock-in date, payroll schedule and go-live timeline. Depending on account size and complexity, the Onboarding Manager may continue supporting the customer through the first one to three payroll cycles. Success in this role requires more than technical knowledge. The Onboarding Manager must be highly perceptive, able to read people and situations quickly, and skilled at navigating complex interpersonal dynamics while maintaining trust across multiple internal and external teams.

Requirements

2+ years of experience in implementation, onboarding, customer facing SaaS role with SMB & Mid Market client sizes.
Strong project management skills with the ability to manage multiple customer implementations and priorities simultaneously.
Excellent communication, presentation, and training skills with the ability to explain technical concepts to both technical and non-technical audiences.
Tech-savvy with the ability to quickly learn software, troubleshoot issues, and understand integrations and data flows.
Strong organizational skills, attention to detail, and a customer-first approach when managing complex implementations.
Ability to build trusted relationships with customers, internal teams, and external partners in a fast-paced environment.
Strong problem-solving skills, sound judgment, and the ability to navigate ambiguity and changing customer needs.

Nice To Haves

Experience with payroll, HRIS, workforce management, scheduling, time & attendance, or employee management platforms.
Experience supporting payroll implementations, PEO environments, or multi-location/multi-entity organizations.
Experience working in a partner-led or channel-based customer environment.

Responsibilities

Own the customer onboarding process
Manage a book of business of customers that came from the partnership, from internal handoff through go-live and initial payroll stabilization.
Build implementation plans around first clock-in, payroll periods, training requirements and payroll-processing deadlines.
Lead kickoff, setup, training and client’s payroll.
Maintain clear timelines, responsibilities, next steps, risks and customer communication throughout each project.
Lead discovery and solution design
Understand the customer’s workflows.
Translate business requirements into a practical Connecteam setup.
Identify complex requirements and suit the right solution with the design of the relevant setup.
Configure integrations
Configure relevant Connecteam account settings
Set up and manage the integration.
Deliver training and manage stakeholders
Train clients on Connecteam platform and integration process.
Train managers on time tracking and payroll workflows using Connecteam.
Adapt the training plan to customer size, structure and complexity while keeping sessions practical and process-focused.
Work closely with the assigned partner Implementation Manager.
Coordinate clearly across customers, partner, Sales, Support, Product, Integrations and leadership.
Troubleshoot, escalate and document
Investigate issues across the full workflow.
Determine issue owner and route it appropriately
Escalate payroll-impacting risks with clear documentation
Maintain accurate account records, architecture decisions, risks, next steps and handoff documentation.