Customer Onboarding Operations Manager
About The Position
As part of MultiTech’s new Revenue Operations function, the Customer Onboarding Operations Manager will play a key role in the company’s transition into a solution-sales organization. This role owns the customer journey from signed contract through steady-state adoption, to include designing and running the process that gets new customers to revenue faster, building the operational infrastructure (scorecards, metrics, reporting) that gives the commercial org visibility into account health, and acting as the connective tissue between Sales, Customer Success, and the customer. This is a highly cross-functional, process-and-data-driven role and requires someone who thinks like an operator: can design a workflow, instrument it, find the bottleneck, and fix it — while also being comfortable in front of customers running business reviews.
Requirements
- 5-8+ years in revenue operations, customer onboarding, customer success operations, or a related commercial/operations function — B2B, ideally hardware, IoT, or technical/complex-sale environments
- Strong analytical and reporting skills — comfortable building and maintaining scorecards/dashboards and translating data into a narrative for leadership
- Track record of designing or overhauling a process end-to-end and proving impact with metrics (e.g., reduced time-to-revenue, improved onboarding completion rates)
- Experience coordinating contract or deal-desk workflows a plus
- Systems fluency (CRM, CS platform, contract management tools); process documentation/mapping experience preferred
Responsibilities
- Own the end-to-end customer onboarding process in support of the Sales team — continuously improve the experience to drive measurable reductions in time-to-revenue for new customers
- Drive the day-to-day quoting process in collaboration with the Sales team; drive improvement in and systematization of quote generation over time, including governance and exception management
- Support the creation of larger bid packages and supporting documentation, in collaboration with Sales, in pursuing larger customers and deals
- Contribute to contract management process, coordinating contract workflows and helping standardize terms and documentation as the function scales
- Build and maintain an onboarding scorecard that tracks progress, surfaces risk early, and holds cross-functional partners accountable to timelines
- Define and report on core onboarding and customer experience metrics to inform commercial decision-making
- Serve as the cross-functional link between customers, sales, and operations — translating recurring customer needs into repeatable, scalable process improvements
- Lead pricing management and governance for both direct and channel customers, collaborating closely with Sales and Sales Ops to promulgate changes (as applicable)
- Contribute to customer profitability analysis as part of key customer QBR cycles
Benefits
- Competitive health, dental and vision insurance plans
- Company-paid Employee Life, AD&D, and Short-term Disability
- 401(k) with employer matching
- 10 paid holidays
- Paid time off (PTO)
- Voluntary Life for you and your eligible dependents
- Long-term Disability
- Flex spending
- Health savings accounts
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
