Client Onboarding Specialist

• 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

Benefits

• Paid vacation, 11 company holidays, sick time, and volunteer time off
• 401k with company match
• Stock Options
• Medical, Dental and Vision Insurance
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice
• Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
• Monthly cell phone and internet stipend
• Desk, Chair and Monitor needed for your home office? We got you
• Headspace membership for guided meditation and stress relieving tools through the Sequoia App
• Unlimited access to virtual audio and visual workouts through the Sequoia App

• Skilled in client-facing project management or onboarding, managing complex rollouts successfully
• 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
• Advanced proficiency in virtual training, remote onboarding, and implementation best practices
• Deep expertise in restaurant technology, POS platforms, and operational best practices
• Experienced with CRM platforms (e.g., Salesforce), project management tools, and data-driven reporting
• Knowledge of restaurant operations, enterprise hospitality solutions, or related industries
• Exceptional executive communication and presentation skills, engaging senior stakeholders to drive alignment
• Experienced implementing or supporting enterprise POS solutions for multi-location clients
• Additional languages are preferred but not required
• An equivalent combination of education and experience may be considered
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required
• Fluent in English (written and verbal)
• 2 – 5 years of professional experience in customer success or related roles
• Experience in fintech or SaaS environments preferred