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Future Tech Enterprise, Inc. · 2 months ago

Onboarding & Implementation Manager

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Future Tech Enterprise, Inc. is focused on customer success, and they are seeking an Onboarding & Implementation Manager to oversee the complete onboarding lifecycle for new and expanding clients. This role is responsible for ensuring seamless integration into Future Tech’s ecosystem and managing account setup, service configuration, and cross-departmental alignment to enhance customer satisfaction.

Information Technology

No H1B

U.S. Citizen Only

Responsibilities

Lead and manage the full lifecycle of the customer onboarding process through go-live

Ensure customers have a clear understanding of Future Tech’s onboarding milestones, deliverables, and service expectations

Coordinate internal readiness activities:

Account Creation

Customer Portal

Hardware Ordering / Procurement (A Stock)

B Stock Processing (“Get a Computer,” “Return Equipment,” “Refresh”)

Warehouse Processing / Services

Configuration Services (Asset Tagging, Imaging, Software Installations, etc.)

Reporting (Service Levels, KPIs, ASN, Invoicing, etc.)

Serve as the primary point of contact for onboarding-related inquiries and updates

Partner with Global Supply Chain and Purchasing to ensure products, pricing, and service offerings are properly configured and globally aligned

Collaborate closely with Sales, IT, Finance, and Operations to confirm all customer requirements are documented, validated, and delivered

Facilitate communication and coordination between internal departments, vendors, and customer stakeholders to maintain full transparency throughout the onboarding process

Design and execute an onboarding journey that provides a positive and consistent customer experience across all engagements

Proactively identify and address potential roadblocks to ensure timelines and service quality standards are met

Collect customer feedback post-onboarding to identify opportunities for continuous improvement and customer satisfaction

Develop and maintain onboarding documentation, including customer setup guides, process workflows, and operational readiness checklists

Prepare and maintain implementation documents, including technical specifications, and work instructions

Provide regular status reports, risk assessments, and performance summaries to senior leadership and customer stakeholders

Track and report onboarding metrics (time-to-launch, error rate, customer satisfaction) to measure process efficiency

Identify and mitigate potential onboarding risks, including data, compliance, and logistical challenges

Ensure all onboarding activities comply with internal policies, customer agreements, and applicable regulations

Lead debriefing sessions with internal teams and customers to capture lessons learned and process enhancements

Contribute to developing scalable onboarding methodologies and tools for future customers

Qualification

Customer Success ManagementProcess ImprovementCross-Functional CoordinationMicrosoft Office SuiteCRM SoftwareDocumentation SkillsAnalytical SkillsCommunication SkillsOrganizational SkillsInterpersonal SkillsAdaptability

Required

Bachelor's degree in Information Technology, Business Administration, Supply Chain, or a related field

3–5 years of experience in customer onboarding, implementation, or service transition within a technology or hardware reseller environment

Strong background in cross-functional coordination (Sales, Procurement, IT, Supply Chain)

Experience managing customer-facing initiatives and ensuring service delivery excellence

Proven ability to deliver exceptional onboarding experiences and build trust with customers

Strong ability to manage multiple implementations simultaneously with attention to detail

Skilled in coordinating with vendors, IT, accounting, purchasing, logistics, and supply chain teams to align deliverables

Excellent written and verbal communication skills, capable of translating technical information

Able to identify bottlenecks, propose solutions, and optimize processes

Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Strong documentation skills with experience translating complex workflows into clear, structured SOPs and training materials

Exceptional interpersonal and teamwork skills

Customer-first mindset with a focus on long-term relationship building

Adaptability to changing priorities and customer requirements

Strong initiative and accountability in driving results

U.S. citizenship is required

Preferred

Certifications in ITIL, Customer Success Management, Project Management or Process Improvement are a plus

Experience with CRM or onboarding software (ServiceNow, etc.) preferred

Familiarity with IT systems, hardware, cloud solutions, and configuration services beneficial

Benefits

Medical, Dental, and Vision Insurance

401k with company match

PTO

Company

Future Tech Enterprise, Inc.

Follow our page for insights on hybrid IT strategy, cloud, security, AI, data science, remote workforce, back-to-office technology solutions, e-sports.

Founded in 1996

Holbrook, New York, USA

201-500 employees