New Client Onboarding Manager - Tampa, FL

NFM & J LP•Tampa, FL

17d•Onsite

About The Position

The New Client Onboarding Manager is an exempt-level (salaried) position responsible for leading the end-to-end onboarding process for new janitorial service clients. This role ensures a seamless, well-organized transition from contract execution to full operational service by setting clear expectations, aligning internal teams, and establishing strong client relationships. The Onboarding Manager plays a critical role in delivering service excellence from day one and laying the foundation for long-term client satisfaction and retention. The ideal candidate has previous experience in the Facilities Services Industry, is a self-starter, has strong attention to detail, and excels providing exceptional customer service. This is a fully in-office role based out of Tampa, FL.

Requirements

Proven project management experience with the ability to manage multiple onboarding projects simultaneously. (Required)
Intermediate knowledge of MS Office products, Teams, Outlook, Excel, Word, PowerBI. (Required)
Dependable and hardworking, making sure that your work is delivered in a timely and accurate manner.
Ability to learn new systems/ technology quickly.
Driven to meet and exceed deadlines in a fast-paced setting.
Excellent organizational skills and attention to detail.
Maintain an effective and professional working relationship with internal and external stakeholders.
Remain flexible and adjust to situations as they occur.
Proactive problem solver and clear communicator.

Nice To Haves

3+ years of proven client onboarding experience, ideally in the Facilities Services/ Janitorial Industry. (Preferred)
Previous supervisory experience of direct reports (Preferred)
Knowledge of cleaning industry standards, safety practices, and compliance requirements. (Preferred)
Proficiency with CRM and/or ERP systems. (Preferred)

Responsibilities

Lead initial client kickoff meetings to understand scope of services, property specifications, schedules, and performance expectations.
Document site-specific requirements, special considerations, and success criteria.
Run reports through Excel, PowerBI, and client-systems to establish KPIs and measure success.
Manage onboarding as a structured project with timelines, milestones, and deliverables.
Coordinate service start-up logistics, including staffing schedules, supply delivery, equipment allocation, access credentials, and site readiness.
Ensure all onboarding tasks are completed accurately and on time.
Introduce the assigned cleaning team and supervisors to the client.
Ensure cleaning staff are fully trained on site-specific protocols, client preferences, and quality standards prior to service launch.
Establish, document, and communicate quality benchmarks using checklists, scopes of work, and visual standards.
Serve as the primary point of contact during onboarding, providing proactive updates and addressing questions or concerns.
Ensure all onboarding activities and cleaning procedures comply with OSHA regulations, safety standards, and company policies.
Verify proper use of equipment, chemicals, and personal protective equipment (PPE).
Collaborate closely with Sales, Operations, Customer Service, and Account Management to ensure alignment and continuity.
Act as the bridge between client expectations and operational execution.
Gather client and internal feedback during and after onboarding.
Identify opportunities to improve onboarding workflows, documentation, and service launch procedures.
Facilitate a smooth handoff to the Account Management team once onboarding is complete.
Ensure all documentation, client preferences, and operational details are clearly transferred.
Manage, train, and oversee direction of any direct reports as assigned.
Complete projects as assigned by direct supervisor when not assisting new client roll-outs.