VP of Client Onboarding

Confidential Company; Atlanta (GA); On-site; USD 200,000 - 260,000; Full time

Benefits offered by this job

Equity participation

Performance-based incentives

Comprehensive benefits

Job summary

Confidential Company seeks a Vice President of Onboarding to lead client implementation and strengthen how new customers transition onto its platform. You will oversee people, processes, and delivery standards to convert a purchase decision into a successful launch.

The role focuses on building a reliable onboarding organization, setting commitments, and aligning teams with strategy, while working with executives and clients to drive consistent, scalable outcomes as the business grows.

Qualifications

• At least 10 years of relevant experience in software implementation, professional services, customer delivery, or related operations, including substantial leadership responsibility.
• A track record of improving delivery performance through clearer processes and stronger management practices.
• Experience leading complex B2B software implementations with multiple stakeholders, workflows, and technical dependencies.
• Ability to develop managers, strengthen team capabilities, and address performance issues directly.
• Knowledge of resource forecasting, project economics, service delivery metrics, and executive reporting.
• Experience partnering with commercial teams on implementation scope, service agreements, and delivery expectations.

Responsibilities

• Set the direction for the onboarding function and translate company objectives into delivery priorities, staffing plans, and measurable goals.
• Oversee the customer journey from sales transition through launch readiness and handoff to ongoing account support.
• Establish consistent standards for planning, configuration, data conversion, testing, training, and launch approval.
• Define responsibilities for internal teams and clients, including milestones and escalation paths.
• Lead onboarding leaders and develop teams, with clear performance expectations and reviews.
• Work with Sales to validate scope, resources, and commitments before projects begin.
• Provide executive oversight for high-priority engagements and manage delivery risks or client concerns.
• Align technical and client-facing teams on decisions affecting progress, and address recurring product limitations.
• Create reporting on project health, delays, and delivery costs; identify root causes for improvements.
• Apply automation and AI to reduce admin work and improve risk detection.

Skills

Leadership

Strategic thinking

B2B software delivery

Stakeholder management

Team development

Delivery optimization

Education

Bachelor's degree in business, technology, or related discipline

Job description

A growing B2B software company is seeking a Vice President of Onboarding to lead client implementation and strengthen the way new customers transition onto its platform. This executive will oversee the people, processes, and delivery standards that turn a purchase decision into a successful launch.

The priority is to build an onboarding organization that delivers reliably as the business grows. That includes setting realistic commitments, preparing clients for implementation, managing technical and operational dependencies, and giving teams clear expectations for execution.

We are looking for a leader who can assess what is working, address gaps, and put practical improvements into action. The right candidate combines strong delivery experience with sound business judgment and is comfortable working directly with employees, clients, and executive stakeholders.

What You Will Lead

Implementation strategy and execution

• Set the direction for the onboarding function, translating company objectives into delivery priorities, staffing plans, and measurable goals.
• Oversee the customer journey from sales transition through launch readiness and handoff to ongoing account support.
• Establish consistent standards for project planning, requirements gathering, configuration, data conversion, testing, training, and launch approval.
• Define responsibilities for both internal teams and clients, including milestones, dependencies, acceptance criteria, and escalation paths.
• Adjust delivery approaches to reflect project complexity while maintaining consistent expectations for quality and communication.

Team leadership and accountability

• Lead, coach, and develop onboarding leaders and individual contributors.
• Establish clear performance expectations and regularly review project execution, workload, and team effectiveness.
• Build capacity plans that account for the sales pipeline, implementation complexity, and available expertise.
• Strengthen hiring, training, and knowledge sharing so the organization can grow without becoming dependent on a few key individuals.

Client relationships and cross-functional coordination

• Work with Sales to validate scope, resource needs, delivery commitments, and client responsibilities before projects begin.
• Provide executive oversight for high-priority engagements and intervene when delivery risks or client concerns require senior leadership.
• Align technical and client-facing teams on decisions that affect implementation progress.
• Bring recurring product limitations and delivery issues to the appropriate leaders, supported by clear evidence of their impact.
• Ensure receiving teams have the documentation, context, and ownership needed to support clients after launch.

Operational and financial performance

• Create reporting that makes project health, delays, resource constraints, and delivery trends visible.
• Monitor implementation duration, milestone completion, client satisfaction, rework, staffing efficiency, and delivery costs.
• Use performance data to identify root causes and make targeted improvements to processes and tools.
• Establish appropriate controls for scope changes and additional services.
• Apply automation and AI where they reduce administrative work, improve accuracy, or help teams identify risks earlier.

What You Bring

• At least 10 years of relevant experience in software implementation, professional services, customer delivery, or related operations, including substantial leadership responsibility.
• A record of improving delivery performance through clearer processes, stronger management practices, and better coordination across teams.
• Experience leading complex B2B software implementations involving multiple stakeholders, business workflows, and technical dependencies.
• Demonstrated ability to develop managers, strengthen team capabilities, and address performance issues directly.
• Working knowledge of resource forecasting, project economics, service delivery metrics, and executive reporting.
• Experience partnering with commercial teams on implementation scope, service agreements, and delivery expectations.
• The ability to manage difficult client conversations, resolve competing priorities, and communicate decisions clearly.
• Comfort operating in a growing organization where processes need to be built, tested, and refined.
• A bachelor's degree in business, technology, or a related discipline.

Additional Experience We Value

• Leadership in a software business serving organizations with complex operational requirements.
• Responsibility for a professional services budget or profit and loss statement.
• Familiarity with data migration, integrations, enterprise applications, and business process configuration.
• Experience supporting multiple products or bringing acquired products into a common delivery approach.
• Practical use of workflow automation or AI to improve service delivery.
• An MBA or other relevant advanced degree.

How Success Will Be Measured

• Clients launch with fewer avoidable delays and a clear understanding of how to use the platform.
• Implementation commitments reflect actual scope, client readiness, and team capacity.
• Leaders can identify delivery risks early and act before projects fall behind.
• Employees understand their responsibilities and have the tools and guidance to deliver consistently.
• Growth is supported by repeatable processes and sound delivery economics.

Compensation and Benefits

The position offers a competitive base salary, performance-based incentive compensation, equity participation, and comprehensive benefits. This leader will work closely with the executive team and have meaningful authority to shape the onboarding organization.

This search is confidential. Company information will be shared with candidates as the interview process progresses.