Senior Onboarding Manager

Ingenico • Alpharetta, GA

2d

About The Position

As the Senior Onboarding Manager, you will own the end‑to‑end customer onboarding journey, ensuring every customer is set up for long‑term success with our cloud platform and solutions. You will collaborate closely with both external stakeholders and internal teams to guide customers from initial account setup through product demonstrations, training sessions, and adoption milestones. This role also plays a key part in sharing best practices, enabling customers on support tools and processes, and strengthening our overall customer experience. We are looking for someone who thrives in diverse, international environments, communicates confidently with customers and cross‑functional teams, and brings a strong SaaS background.

Requirements

• 5+ years in customer onboarding, implementation, customer success, professional services, or payments operations.
• Strong B2B SaaS experience; payments or fintech background preferred.
• Proven ability to manage full end‑to‑end onboarding or implementation processes.
• Strong project management and organizational skills; able to run multiple projects in parallel.
• Experienced in leading customer meetings, product demos, trainings, and onboarding workshops.
• Effective working with cross‑functional teams (sales, product, operations, support)
• Strong problem‑solving skills with the ability to remove roadblocks and drive solutions.
• Experience supporting UAT, pilot readiness, go‑live preparation, and handover to support.
• Ability to create and improve onboarding processes, playbooks, and training materials.
• Strong written and verbal communication skills in an international business environment.
• Customer‑oriented mindset focused on delivering a smooth, successful onboarding experience.

Responsibilities

• Own and manage the customer onboarding process throughout the organization.
• Define E2E journey of client onboarding process in the region including each use case defined as per the project scope document.
• Manage, assign, and conduct onboarding meetings, product tours, company presentations, product demos and training the customer.
• Find solutions for optimizing the customer onboarding process and collaborating with the team to implement them.
• Educate customers and work with internal teams to optimize their product setup for the quickest path to success.
• Create processes to identify and eliminate roadblocks in the way of customers’ goals.
• Create, provide and improve training materials to help customers learn best practices to better achieve their desired outcomes.
• Oversee the solution setup, platform & service model readiness for the Client UAT on pre-prod environment, until the pilot phase on production environment. It includes analyzing SLAs and getting ready for the support phase.
• Create, align and sign go-live handover protocols to the support teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed