Client Onboarding Specialist

Jobtailor; Chicago (IL); On-site; USD 46,550 - 67,100; Full time

Benefits offered by this job

Health insurance

401k with company match

RSUs

Paid vacation and holidays

Stipend for cell phone/internet

Job summary

SpotOn is seeking a Client Onboarding Specialist to own the onboarding journey for enterprise and mid-market clients across multiple locations. You will configure, integrate, and optimize POS solutions, coordinating with engineering, sales, success, and support teams to ensure a smooth activation and long-term adoption.

You will lead consultations with senior stakeholders, manage timelines and dependencies, and continuously improve onboarding playbooks using data and client feedback.

Qualifications

• Deep expertise in restaurant technology and POS platforms.
• Exceptional executive communication and presentation skills.
• Advanced proficiency in virtual training and remote onboarding.

Responsibilities

• Lead onboarding consultations with key decision-makers and define success metrics.
• Serve as primary contact for executive stakeholders with proactive communication.
• Identify and mitigate roadblocks across onboarding and coordinate with internal teams.

Skills

Executive communication

Onboarding management

Stakeholder coordination

Analytical problem-solving

Cross-functional leadership

Education

Bachelor’s degree in Hospitality Management, Business Administration, or related field

Tools

Salesforce

CRM platforms

Job description

About SpotOn

We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed. Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

Position Objective

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).

Responsibilities

• 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.

Skills & Knowledge

Deep expertise in restaurant technology, POS platforms, and operational best practices.

• Exceptional executive communication and presentation skills, engaging senior stakeholders to drive alignment.
• Advanced proficiency in virtual training, remote onboarding, and implementation best practices.
• 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.
• Experienced with CRM platforms (e.g., Salesforce), project management tools, and data-driven reporting.
• Knowledge of restaurant operations, enterprise hospitality solutions, or related industries.
• Experienced implementing or supporting enterprise POS solutions for multi-location clients.
• Skilled in client-facing project management or onboarding, managing complex rollouts successfully.

Previous Experience

2 – 5 years of professional experience in customer success or related roles.

Experience in fintech or SaaS environments preferred.

Education / Professional Training

Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.

An equivalent combination of education and experience may be considered.

Fluent in English (written and verbal). Additional languages are preferred but not required.

Compensation

Our base pay range is $46,550-67,100+ for this role. Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan. Offers will be reflective of the candidate’s location and experience.

Benefits

• 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

We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at [e-mail].

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.

Work authorization in the U.S. is required. Visa sponsorship is not available for this role. SpotOn is an E-Verify company.