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SpotOn is a restaurant technology company offering award-winning point-of-sale (POS) systems and AI-powered profit tools for independent restaurants. As a Client Onboarding Specialist, you will own the complete onboarding journey for enterprise and mid-market restaurant clients (5+ locations), from initial engagement through successful system activation.
You will serve as a trusted advisor and primary contact for executive stakeholders, leading onboarding consultations to align expectations, define success metrics, and establish implementation roadmaps. You'll conduct detailed configuration calls tailored to complex multi-location operations, ensuring system setup matches client workflows. Your responsibilities include identifying and mitigating roadblocks, coordinating with internal teams (Engineering, Sales, Implementation, Success, Support), and managing custom integrations and system optimizations.
Key deliverables include ensuring technical components are thoroughly tested before go-live, managing timelines and dependencies, maintaining comprehensive CRM documentation, and developing onboarding playbooks based on data and client feedback. You will be measured on key performance indicators including time-to-install, activation rates, NPS/CSAT scores, and overall client experience.
You'll also lead internal training initiatives, analyze onboarding performance trends to identify operational efficiencies, and drive continuous improvement by addressing process gaps. This role requires strong cross-functional collaboration in a fast-paced environment with competing priorities.
Required qualifications: 2–5 years of professional experience in customer success, client-facing project management, or related roles. Deep expertise in restaurant technology, POS platforms, and operational best practices. Exceptional executive communication and presentation skills. Advanced proficiency in virtual training and remote onboarding. Strong analytical and problem-solving abilities. Experience with CRM platforms (e.g., Salesforce) and project management tools. Bachelor's degree in Hospitality Management, Business Administration, or related field. Fluency in English and Spanish (written and verbal). Experience implementing enterprise POS solutions for multi-location clients preferred. Fintech or SaaS background a plus.
