Onboarding & Implementation Manager

The Onboarding & Implementation Manager

The Onboarding & Implementation Manager is key driver of customer success, overseeing the complete onboarding lifecycle for new and expanding clients. This role ensures seamless integration into Future Tech's ecosystem through structured coordination, transparent communication, and operational precision. By managing account setup, service configuration, and cross-departmental alignment, the Manager enables scalable global service delivery and an exceptional customer experience.

Beyond day-one execution, this role partners closely with Quality Assurance (QA) to address Operational Audit findings and drive continuous improvement initiatives. The Manager proactively identifies recurring bottlenecks, process inefficiencies, and customer pain points, implementing corrective actions to enhance scalability and customer satisfaction. They also ensure that all process documentation remains current and reflective of evolving best practices, reinforcing Future Tech's commitment to operational excellence and a best-in-class customer experience.

This is a U.S.-based remote position. The work hours are Monday - Friday, 8:30a -5:30p Eastern time. Our Benefits offerings include Medical, Dental, and Vision Insurance, 401k with company match, and PTO. This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required.

Key Responsibilities

• Lead and manage the full lifecycle of the customer onboarding process through go-live.
• Ensure customers have a clear understanding of Future Tech's onboarding milestones, deliverables, and service expectations.
• Coordinate internal readiness activities:
  • Account Creation
  • Customer Portal
  • Hardware Ordering / Procurement (A Stock)
  • B Stock Processing ("Get a Computer," "Return Equipment," "Refresh")
  • Warehouse Processing / Services
  • Configuration Services (Asset Tagging, Imaging, Software Installations, etc.)
  • Reporting (Service Levels, KPIs, ASN, Invoicing, etc.)
• Serve as the primary point of contact for onboarding-related inquiries and updates.

Cross-Functional Collaboration

• Partner with Global Supply Chain and Purchasing to ensure products, pricing, and service offerings are properly configured and globally aligned.
• Collaborate closely with Sales, IT, Finance, and Operations to confirm all customer requirements are documented, validated, and delivered.
• Facilitate communication and coordination between internal departments, vendors, and customer stakeholders to maintain full transparency throughout the onboarding process.

Customer Experience & Success

• Design and execute an onboarding journey that provides a positive and consistent customer experience across all engagements.
• Proactively identify and address potential roadblocks to ensure timelines and service quality standards are met.
• Collect customer feedback post-onboarding to identify opportunities for continuous improvement and customer satisfaction.

Documentation & Reporting

• Develop and maintain onboarding documentation, including customer setup guides, process workflows, and operational readiness checklists.
• Prepare and maintain implementation documents, including technical specifications, and work instructions.
• Provide regular status reports, risk assessments, and performance summaries to senior leadership and customer stakeholders.
• Track and report onboarding metrics (time-to-launch, error rate, customer satisfaction) to measure process efficiency.

Risk Management & Compliance

• Identify and mitigate potential onboarding risks, including data, compliance, and logistical challenges.
• Ensure all onboarding activities comply with internal policies, customer agreements, and applicable regulations.

Continuous Improvement

• Lead debriefing sessions with internal teams and customers to capture lessons learned and process enhancements.
• Contribute to developing scalable onboarding methodologies and tools for future customers.

Qualifications and Skills

Education:

• Bachelor's degree in Information Technology, Business Administration, Supply Chain, or a related field.
• Certifications in ITIL, Customer Success Management, Project Management or Process Improvement are a plus.

Experience:

• 35 years of experience in customer onboarding, implementation, or service transition within a technology or hardware reseller environment.
• Strong background in cross-functional coordination (Sales, Procurement, IT, Supply Chain).
• Experience managing customer-facing initiatives and ensuring service delivery excellence.

Skills:

• Customer Success Orientation: Proven ability to deliver exceptional onboarding experiences and build trust with customers.
• Organizational & Coordination: Strong ability to manage multiple implementations simultaneously with attention to detail.
• Vendor & Partner Collaboration: Skilled in coordinating with vendors, IT, accounting, purchasing, logistics, and supply chain teams to align deliverables.
• Communication: Excellent written and verbal communication skills, capable of translating technical information.
• Analytical & Problem-Solving: Able to identify bottlenecks, propose solutions, and optimize processes.

Technical Skills:

• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Experience with CRM or onboarding software (ServiceNow, etc.) preferred.
• Familiarity with IT systems, hardware, cloud solutions, and configuration services beneficial.
• Strong documentation skills with experience translating complex workflows into clear, structured SOPs and training materials.

Soft Skills:

• Exceptional interpersonal and teamwork skills.
• Customer-first mindset with a focus on long-term relationship building.
• Adaptability to changing priorities and customer requirements.
• Strong initiative and accountability in driving results.

Working Conditions:

• Full-time position; occasional travel may be required for customer visits or cross-functional workshops.
• This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required.

Additional Information:

The Customer Onboarding & Implementation Manager will play a key role in shaping the first impression of Future Tech's services, ensuring new customers experience a seamless, efficient, and value-driven introduction to our organization. This role provides the opportunity to partner with a diverse global team and directly impact customer satisfaction and long-term retention.

Employment decisions at Future Tech Enterprise, Inc. will be based on merit, qualifications, and abilities. Future Tech Enterprise, Inc. does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.