Client Onboarding Manager

About SpotOn We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. - Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users - Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users - Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you. The Manager, Client Onboarding leads a team of specialists, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments. This team is essential in delivering a seamless and exceptional Point of Sale (POS) implementation experience for clients. This role is responsible for driving team performance against key metrics such as time to install, activation rates, and client satisfaction (NPS/CSAT), while upholding a high standard of service. The objective is to foster continuous process improvement, strengthen cross-departmental collaboration, and support team development to ensure the best possible onboarding outcomes for clients. RESPONSIBILITIES TEAM LEADERSHIP & DEVELOPMENT - 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. CLIENT & CROSS-FUNCTIONAL PARTNERSHIP - 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. 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 bas