Onboarding Specialist

Onboarding Specialist – POS Implementation

Are you passionate about technology and customer success? Do you thrive in a fast-paced environment where you can make a real impact? If so, we’d love to have you on our team!

As an Onboarding Specialist, you’ll be the go-to expert for new clients as they implement their Point of Sale (POS). You’ll guide them every step of the way, ensuring a smooth transition and setting them up for success. Your role is both strategic and hands-on, requiring strong problem-solving skills, the ability to manage multiple projects and a natural talent for building relationships.

Your success will be measured by key performance indicators, such as time to install, activation rates, and client satisfaction scores (NPS/CSAT).

What You’ll Do

Client Relationships & Onboarding Leadership

• Serve as a trusted advisor, guiding new clients through the onboarding journey and setting clear expectations.
• Act as a restaurant technology expert, providing insights and best practices to help clients optimize their POS setup.
• Proactively address client concerns, making strategic decisions to resolve challenges and keep projects on track.

POS Implementation

• Lead discovery sessions to understand business needs and configure POS solutions accordingly.
• Collaborate with Sales, Product, and Technical Support teams to ensure seamless onboarding.
• Oversee system testing and quality assurance to guarantee a smooth launch.

Process Improvement & Performance Optimization

• Continuously refine the onboarding experience by analyzing client feedback and key metrics.
• Identify opportunities to streamline processes and improve efficiency.
• Track performance against KPIs and ensure alignment with business goals.

What We’re Looking For

Skills & Qualifications

• Strong knowledge of restaurant management systems and hospitality technology.
• Excellent communication and presentation skills—able to explain complex concepts in a clear, engaging way.
• Proficiency with virtual training platforms (Zoom, Microsoft Teams, WebEx).
• Outstanding interpersonal skills—you can build rapport with a wide range of personalities.
• Highly organized with strong attention to detail.
• Proactive problem-solver with a customer-first mindset.
• Ability to break down complex processes into simple, easy-to-follow steps.
• Comfortable working autonomously and making independent decisions.

Experience

• 2+ years in restaurant operations, hospitality technology, or SaaS onboarding.
• 2+ years in a client-facing role, such as implementation, project management, or consulting.
• Proven track record of managing business process improvements related to onboarding and client success.
• Experience with CRM systems (Salesforce preferred) and POS technology.

• Presence in the office: The role follows a hybrid work model (as applicable). Specific arrangements will be reviewed and confirmed with the leader based on area needs.
• Leader informed: Your direct leader must be notified of your application.
• Eligibility criteria: At least 6 months completed at SpotOn or in your current role.
• Warnings/PIP: No active warnings in the last 3 months and no active PIP.
• Applications to new roles:
  • If you were rejected for a role, you may apply immediately to a different vacancy as long as it requires different skills and involves a different hiring team.
  • For similar roles or with the same hiring team, a 3-month waiting period is required before reapplying.
• Multiple applications: If you apply to more than one vacancy, you must choose only one to continue and withdraw from the others.
• On-site role: This position requires on-site presence.

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