What are the responsibilities and job description for the Onboarding Specialist position at SpotOn: Corporate?
At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.
Recently, SpotOn was:
- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.
That's where you come in.
As an Onboarding Specialist, you will play a strategic role in leading and managing the client onboarding experience for Point of Sale (POS) implementations. You will act as a trusted advisor, guiding clients through all phases of onboarding, ensuring seamless integration and system readiness. This role requires independent discretion and decision-making to optimize implementation timelines, drive client engagement, and contribute to business process improvements. Your success will be measured by key performance indicators, including time to install, activation rates, and client satisfaction scores (NPS/CSAT).
This this a hybrid position - in office 3x/week.
Essential Functions:
Client Relationship & Strategic Oversight
- Serve as the primary consultant for new clients, managing expectations, implementation timelines, and success strategies.
- Act as a subject matter expert (SME) in restaurant technology solutions, advising clients on best practices for optimizing their POS setup.
- Proactively manage client escalations and apply critical decision-making to resolve onboarding challenges.
POS Implementation & Project Leadership
- Lead client discovery and configuration sessions, ensuring customized POS setup based on business needs.
- Manage cross-functional collaboration with Sales, Product, and Technical Support teams to drive timely and accurate implementations.
- Oversee system testing and quality assurance before activation, ensuring seamless functionality.
Process Optimization & Performance Management
- Own continuous improvement initiatives, providing insights and recommendations to enhance the onboarding process.
- Analyze client feedback and implementation metrics to drive strategic adjustments in onboarding operations.
- Monitor performance against KPIs, ensuring alignment with business goals and client expectations.
Qualifications:
Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.
- 5 years of experience in restaurant operations, hospitality technology, or SaaS onboarding.
- 2 years in a client-facing implementation, project management, or consulting role.
- Strong ability to exercise independent judgment and problem-solving in a fast-paced, dynamic environment.
- Proven experience managing business process improvements related to client success and onboarding.
- Advanced proficiency in CRM systems (Salesforce preferred), virtual training tools, and POS technology.
- Strong understanding of restaurant management systems and software solutions, with the ability to effectively train others on their use.
- Excellent communication and presentation skills, with the ability to convey complex information in a clear and understandable manner.
- Proficiency in virtual training platforms such as Zoom, Microsoft Teams, or WebEx.
- Exceptional interpersonal skills, with the ability to establish rapport with clients and adapt training approaches to meet individual learning styles.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively.
- Demonstrated problem-solving abilities, with a proactive and solution-oriented approach to addressing client questions and concerns.
- Excellent note-taking skills, with the ability to maintain thorough and accurate documentation of training sessions and participant feedback
- Proven ability to convey complex step-by-step instructions in layman's terms
- Ability to maintain professionalism amidst a vast range of client personalities.
Benefits:
At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes:
- Medical, Dental and Vision Insurance
- 401k with company match
- RSUs
- Paid vacation, 10 company holidays, sick time, and volunteer time off
- Employee Resource Groups to build community and inclusion at work
- Monthly cell phone and internet stipend
- Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
SpotOn is an e-verify company.
Salary : $2,000
