Onboarding Manager

Summary

Join Boulevard as an Onboarding Manager, Enterprise, and lead a team of 5-7 specialists in ensuring seamless onboarding for our largest, most complex customers. You will manage and develop your team, refine onboarding processes, and engage directly with enterprise clients. This role requires extensive experience in enterprise-scale onboarding programs and strong leadership skills. You will partner with various departments to streamline processes and advocate for enterprise customer needs. The ideal candidate possesses strong problem-solving abilities, strategic communication skills, and high emotional intelligence. Boulevard offers competitive compensation, benefits, and a fully remote work environment.

Requirements

• Enterprise Customer Strategy: Proven ability to develop, refine, and execute onboarding processes for large, multi-location, and complex customers
• Process Development: Ability to design and improve onboarding workflows for enterprise customers, balancing scalability with high-touch service
• High-Level Problem Solving: Experience navigating multi-stakeholder implementations, managing high-value accounts, and developing solutions to systemic challenges
• Strategic Communication: Ability to align onboarding strategy with long-term business goals, ensuring enterprise customers see value quickly
• Change Management & Adaptability: Comfortable navigating evolving onboarding models and implementing improvements that enhance efficiency and customer experience
• High EQ & Executive Presence: Experience engaging with senior executives and managing relationships at the VP and C-suite level within large organizations
• Experience: 5+ years in enterprise onboarding, customer success, or implementation, with at least 2+ years leading a team in this segment
• Technical Aptitude: Strong familiarity with SaaS platforms, CRM tools like Salesforce (strongly preferred), Excel, and an ability to quickly learn new systems
• Leadership Skills: Ability to inspire, develop, and lead high-performing teams, while driving accountability and ensuring execution at a high level
• Strong Business Acumen: Understanding of enterprise customer challenges, change management principles, and key drivers for customer retention and expansion
• Organizational Agility: Ability to navigate ambiguity, prioritize competing demands, and drive continuous improvement in a fast-paced environment

Responsibilities

• Manage and develop a team of 5-7 Enterprise OSs through regular 1:1s, performance reviews, and actionable feedback
• Foster a culture of ownership and adaptability, encouraging team members to think strategically about enterprise customer needs and proactively address challenges
• Provide coaching for team members handling high-complexity implementations, helping them navigate multi-stakeholder environments
• Ensure consistency in execution across the team while allowing for tailored approaches that accommodate enterprise customer nuances
• Partner with leadership to develop and refine onboarding processes for large-scale enterprise customers, ensuring they are structured, repeatable, and scalable
• Identify key differences between SMB and enterprise onboarding needs, helping to build the framework for enterprise-specific workflows, best practices, and playbooks
• Evaluate customer complexity factors (e.g., number of locations, integrations, legacy system migrations) and develop onboarding strategies accordingly
• Own enterprise team metrics, ensuring KPIs are met while identifying areas for improvement to drive onboarding efficiency and effectiveness
• Support OSs on account management for high-value customers, providing a leadership presence and additional support for these businesses
• Oversee team workload and prioritize projects to meet strict enterprise launch deadlines
• Advocate for enterprise customers, ensuring their needs are well-represented in internal discussions across Sales, Product, Engineering, and Customer Success
• Collaborate with Sales and Account Management to establish smooth pre-sales to post-sales transitions, ensuring customers receive the right level of strategic support
• Identify and champion opportunities for automation and process efficiency, reducing friction in large-scale onboarding
• Stay deeply attuned to industry best practices in enterprise onboarding and contribute to process evolution

Preferred Qualifications

Experience with franchises, multi-location rollouts, and private equity-backed organizations is highly preferred

Benefits

• Your total budgeted cash compensation for this role is between $ 77,280 and $110,400 USD, depending on your current skills, experience, training, and overall market demands
• 401(k) match plus dental, medical, vision, and life insurance
• Flexible vacation day policy
• Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month
• Family planning resources and specialized support programs
• Equity: get ahead on the ground floor and grow with Boulevard
• Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve