Client Onboarding Manager

SpotOn•Chicago, IL

20h•$77,900 - $100,000

About The Position

The Manager, Client Onboarding leads a team of specialists, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments. This team is essential in delivering a seamless and exceptional Point of Sale (POS) implementation experience for clients. This role is responsible for driving team performance against key metrics such as time to install, activation rates, and client satisfaction (NPS/CSAT), while upholding a high standard of service. The objective is to foster continuous process improvement, strengthen cross-departmental collaboration, and support team development to ensure the best possible onboarding outcomes for clients.

Requirements

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)
8 years of professional experience in customer success or related roles.
3 years of experience managing and developing high-performing teams.
Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.
An equivalent combination of education and experience may be considered.
Work authorization in the U.S. is required.

Nice To Haves

Experience in fintech or SaaS environments preferred.
Bilingual English/Spanish strongly preferred
Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus.

Responsibilities

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.
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.
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.
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.
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.