Client Onboarding Manager

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. Operational Execution & Process Improvement 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. Training, Quality & Standards 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. Onboarding Oversight 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. Skills & Knowledge 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) Previous Experience 8 years of professional experience in customer success or related roles. 3 years of experience managing and developing high-performing teams. Experience in fintech or SaaS environments preferred. Bilingual English/Spanish strongly preferred Education / Professional Training Bachelor’s degree in Hospitality Management, Business Administration, or a related field required. An equivalent combination of education and experience may be considered. Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus. We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@ spoton.com ). If something seems suspicious, please contact us at [email protected] . SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.

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