Customer Onboarding Manager

Ryko Solutions Inc•Atlanta, GA

30d•Remote

About The Position

Are you the type of person who always goes the extra mile? Are you passionate about your craft and always striving to improve? Do you get so excited about a productive customer meeting that you high-five the person next to you? If so, you are exactly who we are looking for. We are looking for a talented, dedicated Customer Onboarding Manager to join our high-five team and take part in the continued growth of our dynamic company. As a Customer Onboarding Manager, you will support the Customer Success department at AMP, an NCS Company. You will play a critical role in onboarding new customer accounts to our POS and CRM platform, partnering closely with an AMP Account Manager to ensure smooth change management. This role requires strong organization, presentation, and documentation skills. You will thrive in fast-paced, dynamic environments and take ownership of growing client relationships. About AMP (An NCS Company) AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before. AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America's largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth. In addition to AMP, our family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow. Why work for us? We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We're dedicated to building world-class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch-and-learns, and celebrating victories (even the small ones) along the way.

Requirements

Bachelor's degree
5+ years of experience in customer onboarding, project management, or customer success
Excellent organization and follow-up skills - you never let details slip through the cracks
Confident communication skills for leading meetings, training sessions, and cross-functional discussions
Demonstrated experience creating or maintaining customer documentation, SOPs, or playbooks
Capability to learn, and then simplify, complex concepts for training customers with varying technical experience
Proven ability to manage multiple complex projects with competing deadlines
Self-motivated, proactive, and results-oriented
Comfortable working under pressure and balancing the demands of multiple stakeholders
Always ready to adopt new concepts, technologies, and tools as the company grows

Nice To Haves

PMP or similar project management certification
Proficiency in project management tools (Monday.com, Azure DevOps, JIRA)
Experience with onboarding SaaS or platform-based customers
Background in customer training or instructional design
Familiarity with CRM systems (Salesforce, HubSpot, etc.)
Prior experience in consulting or customer-facing implementation roles

Responsibilities

Own new customer onboarding as the primary point of contact, managing timelines, deliverables, and communication across stakeholders while partnering with an assigned Account Manager.
Develop and maintain detailed onboarding project plans using tools like Monday.com, Azure DevOps, and internal tracking systems.
Coordinate with partner Account Manager and other internal resources across departments (implementation, product, support) to ensure on-time and successful launches.
Conduct onboarding check-in calls to align customer goals, milestones, and expectations.
Proactively identify potential risks or blockers and drive resolution to keep projects on track.
Manage and track follow-ups with both internal and external stakeholders to maintain momentum and accountability.
Deliver live and recorded platform training sessions tailored to customer roles (support, marketing, operations, etc.).
Create and maintain training resources, walkthroughs, and how-to guides to improve customer self-sufficiency.
Continuously refine the onboarding curriculum to align with platform updates and customer feedback.
Ensure all customer teams are confident and capable of using the platform by the end of the onboarding phase.
Build strong, trusted relationships with customer teams from the start of onboarding in conjunction with the assigned Account Manager.
Maintain clear and consistent communication to keep customers informed of progress, next steps, and responsibilities.
Partner with Account Management and Support teams to ensure a smooth transition from onboarding to ongoing account management.
Gather customer feedback post-launch to identify areas for process improvement and training enhancement.
Maintain detailed documentation of onboarding processes, timelines, and deliverables for each customer.
Continuously evaluate and improve internal onboarding workflows for efficiency and scalability.
Collaborate with internal teams and Account Managers to ensure best practices and lessons learned are shared and implemented.
Track onboarding KPIs such as project completion timelines, customer satisfaction scores, and training engagement.
Directly lead and manage a team of junior specialists, providing clear direction, managing workloads, and fostering a collaborative, high-performance team culture focused on achieving retention and expansion goals.
Act as a primary mentor and coach, offering regular 1:1 sessions, performance feedback, and personalized development plans to junior team members.
Design, implement, and deliver training programs for new hires and ongoing professional development for existing specialists.
Monitor team performance against key metrics, identify areas for improvement, and implement corrective actions to ensure the team consistently meets or exceeds targets.