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Description Summary:
The Onboarding Manager is responsible for leading the end-to-end onboarding process across all M3 product suites, including Accounting Core™, CoreSelect™, Insight™, Labor Management™, and add-on solutions (e.g., Intelligent Imaging, Document Imaging, PMS/POS mapping, project work, etc.). This role ensures seamless customer implementations by overseeing project timelines, resource allocation, process standardization, and customer satisfaction. The Onboarding Manager also develops the Onboarding team, provides leadership in escalated situations, and partners cross-functionally to drive continuous improvement and organizational alignment.Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.- Lead and mentor the Onboarding team (including supervisor and specialists I–III), providing coaching, feedback, and career development opportunities.
- Oversee customer onboarding projects from sales handoff through go-live and transition, ensuring adherence to scope, budget, and timelines.
- Serve as the escalation point for complex customer or project issues, providing timely resolution and professional communication.
- Collaborate with Sales, Training, Support, Product, and Engineering to align on customer outcomes and improve the onboarding process.
- Develop and maintain Standard Operating Procedures (SOPs) and documentation for onboarding tasks.
- Standardize and enforce best practices across all onboarding projects to ensure quality and consistency.
- Audit deliverables and project documentation for accuracy and compliance with standards.
- Develop, monitor, and report on KPIs for onboarding performance, including project timelines, efficiency, and customer satisfaction.
- Lead process improvement initiatives, identifying opportunities for automation, streamlining, and innovation.
- Support change management initiatives, ensuring adoption of new tools and processes by the team.
- Prepare and deliver updates to executive leadership on project health, team bandwidth, and customer experience trends.
- Maintain awareness of product upgrades, organizational changes, and industry developments to proactively prepare the team and customers.
- Ensure strict confidentiality of customer data and internal personnel matters.
- Travel as required to support customers, attend leadership meetings, or deliver training.
- Create business plans / value propositions for all expenses and new initiatives
- Facilitate/Manage new vendor pilot implementations as directed by leadership
- Continuously promote and improve employee engagement on T&I processes and internal products knowledge.
- Provide Executive Updates for Key Responsibilities.
- Perform capacity planning to assist in workforce bandwidth planning.
- Other duties as assigned.
Education/Training/Experience:
- Bachelor’s degree required in Accounting, Finance, Business, Information Systems, Hospitality, Education/Instructional Design, or related field. Equivalent work experience may be considered.
- 5–7+ years of progressive experience in software implementation, configuration, training, or customer onboarding within SaaS, hospitality, or accounting/finance industries.
- 2–3+ years of supervisory or leadership experience, with proven ability to coach, mentor, and develop team members.
- Experience managing complex projects, multi-product implementations, or enterprise-level customers.
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); advanced Excel strongly preferred.
- Experience with project management methodologies and tools (e.g., Smartsheet, Asana, MS Project, or similar).
- Industry-specific system knowledge preferred (e.g., Time & Attendance, ERP, financial reporting, or labor standards tools — depending on pillar).
- Certifications in Project Management (PMP, CAPM), Change Management (Prosci), or Customer Success are a plus.
Physical Requirements:
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
- Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
- Ability to lift and move light to moderate items occasionally without reasonable accommodation
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