Onboarding Manager

Role Overview

The Onboarding Manager plays a pivotal role in delivering a seamless, efficient, and high-quality onboarding experience for new Veremark clients subscribing to our background-screening services. This role is responsible for coordinating the technical setup of the Veremark platform, delivering end-user training, and driving the structured 90-day onboarding program to ensure clients achieve early value, service adoption, and revenue ramp-up.

Success in this role is measured through CSAT, service consumption, quality and completeness of onboarding delivery, and revenue attainment within the first 90 days.

Key Responsibilities

1. Technical Setup & Platform Enablement

• Collaborate with internal technical teams to configure, deploy, and validate client-specific instances of the Veremark platform.
• Ensure all client requirements, workflows, and configuration details are accurately captured and implemented.
• Work closely with IT to troubleshoot any configuration or integration issues throughout onboarding.
• Manage all onboarding activities, tasks, and documentation via Monday.com, ensuring a fully auditable onboarding record for every client.

2. User Training & Adoption

• Develop and deliver comprehensive user-training sessions (virtual or in person) to ensure clients can independently navigate and operate the Veremark platform.
• Partner with the Customer Success function to produce and distribute digital training assets and client-facing resources.
• Ensure users understand how to order checks, manage candidate workflows, and utilise platform features for maximum value.

3. Internal Coordination & Stakeholder Alignment

• Coordinate with Finance to ensure clients are correctly configured in all finance systems for accurate and timely invoicing.
• Facilitate smooth handover to Customer Success and Account Management teams post-onboarding, ensuring full visibility of client requirements and progress.
• Act as a cross-functional liaison between Technical, Finance, Customer Success, and Account Management teams to resolve onboarding or configuration-dependent issues.
• Ensure Account Managers are properly introduced into named accounts and that any onboarding tasks delegated to them are delivered within the program timeline.

4. Project Management & Delivery Execution

• Own the full 90-day onboarding project plan, including milestone tracking, risk management, and stakeholder communication.
• Identify potential delays or roadblocks and intervene proactively to maintain timelines and quality.
• Ensure all onboarding activities, communications, and outcomes are documented within Monday.com for auditability and internal reporting.

5. Performance Monitoring & Continuous Improvement

• Track and report on onboarding KPIs including CSAT, platform adoption, service consumption, invoicing accuracy, and revenue achieved within the 90-day window.
• Lead post-onboarding reviews to identify service improvements and operational enhancements.
• Champion continuous improvement across the onboarding methodology, training materials, and technical enablement processes.