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SpotOn · 3 days ago

Onboarding Manager

Royal Oak, MI

Full-time

Onsite

Senior Level, Lead/Staff

$70K/yr - $85K/yr

8+ years exp

SpotOn is a company dedicated to empowering independent restaurants with innovative technology solutions. The Onboarding Manager will lead a team responsible for delivering exceptional Point of Sale (POS) implementation experiences, driving performance metrics, and fostering collaboration across departments.

Mobile PaymentsPaymentsSales AutomationSoftware

Responsibilities

Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance

Set clear goals and performance expectations aligned with departmental objectives

Provide regular coaching, feedback, and professional development opportunities to build team capability

Oversee workload allocation, ensuring balanced capacity, productivity, and service quality

Manage recruitment, onboarding, and training to build a high-performing team culture

Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project 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

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

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

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

Qualification

Team DevelopmentLeadershipStrategic ThinkingStakeholder ManagementRestaurant Management SystemsProblem-SolvingProject ManagementCRM ToolsOperational PlanningFluent in English

Required

8+ years of professional experience in customer success or related roles

3+ years of experience managing and developing high-performing teams

Bachelor's degree in Hospitality Management, Business Administration, or a related field required

Fluent in English (written and verbal)

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)