Client Onboarding Specialist, SpotOn
$51.5-64k
+ Equity + Bonus
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
$51.5-64k
+ Equity + Bonus
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
- 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
- 2 – 5 years of professional experience in customer success or related roles
- Experience in fintech or SaaS environments preferred
- 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
What the job involves
- 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)
- 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
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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