Client Onboarding Specialist

Position Objective

As a Client Onboarding Specialist, you will play a critical role in ensuring a seamless and strategic Point of Sale (POS) implementation experience for our enterprise and mid-market clients (5+ locations). Serving as a trusted advisor, you will take ownership of the entire onboarding journey, from initial engagement to successful activation, ensuring that all system elements are configured, integrated, and optimized for client operations. This role requires a high level of project management, stakeholder coordination, and technical expertise to drive efficiency and ensure client satisfaction. Your success will be measured by key performance indicators, including time-to-install, activation rates, and overall client experience (NPS/CSAT).

Responsibilities

• Lead onboarding consultations with key decision-makers, aligning expectations, defining success metrics, and establishing implementation roadmaps.

• Serve as the primary contact for executive stakeholders, ensuring proactive communication and alignment throughout onboarding.

• Identify and mitigate potential roadblocks, coordinating with internal teams and escalating when needed to maintain momentum.

• Partner with Success and Support teams to ensure smooth post-installation transitions and long-term client adoption.

• Conduct detailed configuration calls, aligning system setup with complex multi-location operations and client workflows.

• Collaborate with Engineering, Sales, and Implementation teams to manage custom integrations and system optimizations.

• Ensure technical components are thoroughly tested and validated to minimize go-live risks.

• Manage onboarding timelines, deliverables, dependencies, and client expectations to drive efficient implementations.

• Maintain comprehensive documentation in CRM and project management tools for team visibility.

• Develop and refine onboarding playbooks, using data and client feedback to enhance processes.

• Consistently meet or exceed KPIs, including time-to-install, activation rates, and NPS/CSAT scores.

• Analyze onboarding performance trends to identify operational efficiencies and improve client outcomes.

• Lead internal training and contribute to knowledge-sharing initiatives to strengthen team capabilities.

• Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.

• Review and verify outcomes before submission to maintain consistency and high-quality standards.

• Identify and address process gaps or errors to drive continuous improvement and operational excellence.

Skills & Knowledge

• Deep expertise in restaurant technology, POS platforms, and operational best practices.

• Exceptional executive communication and presentation skills, engaging senior stakeholders to drive alignment.

• Advanced proficiency in virtual training, remote onboarding, and implementation best practices.

• Strong analytical and problem-solving skills with a strategic approach to complex client needs.

• Proven ability to lead cross-functional initiatives and manage competing priorities in fast-paced environments.

• Experienced with CRM platforms (e.g., Salesforce), project management tools, and data-driven reporting.

• Knowledge of restaurant operations, enterprise hospitality solutions, or related industries.

• Experienced implementing or supporting enterprise POS solutions for multi-location clients.

• Skilled in client-facing project management or onboarding, managing complex rollouts successfully.

Previous Experience

• 2 – 5 years of professional experience in customer success or related roles.

• Experience in fintech or SaaS environments 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.

• Fluent in English (written and verbal).

• Additional languages are preferred but not required.