Onboarding Manager
Role Overview
The Onboarding Manager plays a pivotal role in delivering a seamless, efficient, and high-quality onboarding experience for new Veremark clients subscribing to our background-screening services. This role is responsible for coordinating the technical setup of the Veremark platform, delivering end-user training, and driving the structured 90-day onboarding program to ensure clients achieve early value, service adoption, and revenue ramp-up.
Success in this role is measured through CSAT, service consumption, quality and completeness of onboarding delivery, and revenue attainment within the first 90 days.
Key Responsibilities
1. Technical Setup & Platform Enablement
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Collaborate with internal technical teams to configure, deploy, and validate client-specific instances of the Veremark platform.
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Ensure all client requirements, workflows, and configuration details are accurately captured and implemented.
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Work closely with IT to troubleshoot any configuration or integration issues throughout onboarding.
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Manage all onboarding activities, tasks, and documentation via Monday.com, ensuring a fully auditable onboarding record for every client.
2. User Training & Adoption
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Develop and deliver comprehensive user-training sessions (virtual or in person) to ensure clients can independently navigate and operate the Veremark platform.
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Partner with the Customer Success function to produce and distribute digital training assets and client-facing resources.
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Ensure users understand how to order checks, manage candidate workflows, and utilise platform features for maximum value.
3. Internal Coordination & Stakeholder Alignment
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Coordinate with Finance to ensure clients are correctly configured in all finance systems for accurate and timely invoicing.
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Facilitate smooth handover to Customer Success and Account Management teams post-onboarding, ensuring full visibility of client requirements and progress.
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Act as a cross-functional liaison between Technical, Finance, Customer Success, and Account Management teams to resolve onboarding or configuration-dependent issues.
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Ensure Account Managers are properly introduced into named accounts and that any onboarding tasks delegated to them are delivered within the program timeline.
4. Project Management & Delivery Execution
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Own the full 90-day onboarding project plan, including milestone tracking, risk management, and stakeholder communication.
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Identify potential delays or roadblocks and intervene proactively to maintain timelines and quality.
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Ensure all onboarding activities, communications, and outcomes are documented within Monday.com for auditability and internal reporting.
5. Performance Monitoring & Continuous Improvement
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Track and report on onboarding KPIs including CSAT, platform adoption, service consumption, invoicing accuracy, and revenue achieved within the 90-day window.
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Lead post-onboarding reviews to identify service improvements and operational enhancements.
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Champion continuous improvement across the onboarding methodology, training materials, and technical enablement processes.
Qualifications & Experience
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Bachelor’s degree in Business, Information Technology, or equivalent, OR minimum 5 years’ relevant experience.
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Demonstrated experience managing client onboarding, software implementation, or technology-enabled service activation.
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Strong technical aptitude and the ability to understand platform configuration, workflow logic, and system troubleshooting.
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Background screening industry knowledge (global) is highly desirable.
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Excellent communication skills with an ability to present confidently to client stakeholders.
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Comfortable working cross-functionally with multiple internal teams in a fast-paced environment.
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Strong project-management skills, preferably using tools such as Monday.com, Asana, Jira, or similar.
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Proactive, structured, and solutions-driven approach.
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