Client Onboarding Manager, SpotOn
$86.1-100k
+ Equity
More information about location
Point-of-sale software and payment processing
Open for applications
Point-of-sale software and payment processing
1001+ employees
Open for applications
$86.1-100k
+ Equity
More information about location
1001+ employees
Company mission
To empower small businesses to succeed and grow, by giving them access to cutting-edge payment and software solutions.
Role
Who you are
- 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)
- 8 years of professional experience in customer success or related roles
- 3 years of experience managing and developing high-performing teams
- Experience in fintech or SaaS environments preferred
- Bilingual English/Spanish strongly preferred
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field required
- An equivalent combination of education and experience may be considered
- Relevant professional certifications (e.g., Customer Success Management, Project Management) a plus
What the job involves
- 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
- 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 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
Our take
SpotOn is an end-to-end software and payment platform that provides businesses with a range of payment options, from simple mobile payments to fully integrated restaurant management systems, fueling growth and supporting business evolution, with its innovative, future-proof tools.
The company’s ecosystem of intuitive software, point-of-sale, and payment solutions serves businesses of all sizes from a range of industries, from local family restaurants to Major League Baseball Stadiums. From its flagship SpotOn Restaurant to its latest SpotOn Retail, the company provides tools that manage scheduling, analytics, custom website development, compliance, and omnichannel capabilities.
As a triple unicorn company, SpotOn has seen substantial growth since being founded in 2017, completing numerous funding rounds and consistently delivering new product capabilities and expanded offerings. SpotOn continues to focus on partnerships and technology development as it expands its market reach within the retail, food, and hospitality sectors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
May 2022
$300m
SERIES F
Sep 2021
$300m
SERIES E
Total funding: $915m
Company benefits
- Medical, Dental and Vision Insurance
- 401k with company match
- Stock Options
- Paid vacation, 11 company holidays, sick time, and volunteer time off
- Headspace membership for guided meditation and stress relieving tools through the Sequoia App
- Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
- Desk, Chair and Monitor needed for your home office? We got you
- Monthly cell phone and internet stipend
- Unlimited access to virtual audio and visual workouts through the Sequoia App
- Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
- Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice
Company HQ
Financial District, San Francisco, CA
Leadership
Doron Friedman
(Co-Founder, Managing Director & CHief Innovation Officer)Having studied at the Wharton School, spent almost 11 years at Arroweye Solutions, rising to the position of CEO. Co-founded SpotOn in 2011, and was initially the company's co-CEO. Since 2017 has been Managing Director.
Matthew Hyman
(Managing Partner)Founded CardPayment Solutions in 2000, spending 5 years managing the company before starting CentralPayment Corp. After that co-founded SpotOn with Doron, working since 2017 as Managing Partner.
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