Onboarding & Implementation Manager
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Job Location:
Fort Lauderdale, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
12 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
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 Techs 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 Techs commitment to operational excellence and a best-in-class customer experience.
This is a U.S.-based remote position.The work hours areMonday - 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; thereforeU.S. citizenship is required.Key Responsibilities
Customer Onboarding & Implementation Management
Education:
The Customer Onboarding & Implementation Manager will play a key role in shaping the first impression of Future Techs 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.
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 Techs commitment to operational excellence and a best-in-class customer experience.
This is a U.S.-based remote position.The work hours areMonday - 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; thereforeU.S. citizenship is required.Key Responsibilities
Customer Onboarding & Implementation Management
- Lead and manage the full lifecycle of the customer onboarding process through go-live.
- Ensure customers have a clear understanding of Future Techs 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Education:
- Bachelors 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.
- 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.
- 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.
- 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.
- 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.
- 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.
The Customer Onboarding & Implementation Manager will play a key role in shaping the first impression of Future Techs 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.
Required Experience:
Manager
Key Skills
- Business Development
- Project Timelines
- Business Process
- Customer Service
- Client Expectations
- Account Management
- Salesforce
- Client Relationships
- Project Management
- ERP
- Java
- Client Service
- Consultants
- Management System
- Procedures
About Company
Future Tech is an award-winning IT solutions provider that serves leading companies in the aerospace, automotive, defense, education, energy, healthcare, and manufacturing sectors. The company is consistently recognized by industry-leading associations and OEMs. For example, we are a ... View more
