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Fetch Package is seeking an Onboarding Manager to own the complete onboarding lifecycle for multifamily real estate partners, including Property Management Companies (PMCs), REITs, regional operations leaders, and onsite community teams.
You will lead onboarding from post-sales handoff through the first 90 days after launch, covering account configuration, software integrations, onsite staff training, and early adoption across newly launched property portfolios. During rollout, you'll serve as the operational anchor, ensuring each implementation meets technical, operational, and SLA standards while keeping Sales, Client Success, Field Operations, and Product aligned.
Key responsibilities include:
**Onboarding & Implementation:** Own onboarding for newly contracted properties, regional rollouts, and portfolio acquisitions. Build implementation plans and milestone schedules with regional VPs, Asset Managers, and Community Managers. Coordinate technical setup, data migration, and integrations with property management systems (Yardi, RealPage, Entrata, ResMan, AppFolio). Lead virtual and onsite training for Regional Managers, Property Managers, Leasing Consultants, and Maintenance teams.
**Client Experience:** Serve as primary contact and escalation point during the 90-day window. Diagnose and resolve implementation issues quickly. Build trust by connecting the platform to key metrics (NOI, occupancy, resident retention). Run implementation reviews and post-launch health checks. Track SLA compliance, setup turnaround, CSAT, and early adoption.
**Cross-Functional Coordination:** Run formal sales-to-onboarding handoffs. Align Field Operations, Logistics, and Support on property readiness. Bring client feedback and escalations to Product and Engineering. Maintain accurate Salesforce and project tool records for leadership reporting.
**Process Improvement & Enablement:** Identify friction points and build SOPs, playbooks, and launch checklists. Create client-facing onboarding materials and training guides. Lead workflow automation projects in Salesforce and ticketing systems. Act as subject matter expert, sharing best practices with Client Success.
Success in year one means new properties go live on schedule, meet SLAs with strong satisfaction scores, playbooks and automations are adopted across Client Services, complex multi-property issues are resolved independently, and teammates rely on you as a go-to onboarding resource.
This is an individual contributor role with room to grow as the Onboarding function expands. You'll improve client retention, shorten time-to-value, and speed up handoff to Client Success while refining processes and building operational standards that enable scaling.
**Requirements:**
*Required:*
- 3–5 years in client onboarding or implementation at a B2B SaaS or tech-enabled services company
- Track record of leading enterprise or multi-location rollouts from handoff to adoption, including building playbooks and SOPs
- Experience coordinating software integrations or data migrations with clients and technical teams
- Strong organizational skills; ability to manage dozens of rollouts simultaneously without quality loss; data-driven problem identification and resolution
- Clear communication skills, from executive presentations to explaining complex workflows to non-technical staff
- Comfort with ambiguity and changing tools; hands-on experience with CRM, project management, and support platforms (Salesforce, Gong, Kustomer)
*Preferred:*
- Multifamily real estate experience (onsite or regional property operations, or PropTech vendor background, ideally with NMHC Top 50 owners/operators)
- Experience with property management systems (Yardi, RealPage, Entrata, AppFolio, ResMan)
- Experience with Salesforce Flow or custom intake forms
- Bachelor's degree in Business, Real Estate, Communications, or related field
