Customer Onboarding Project Manager

Fisher's Technology
Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last sixteen years.

Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.

Position Summary
Fisher’s is seeking a qualified individual to fill our Customer Onboarding Project Manager position. The Customer Onboarding Project Manager plays a critical role in ensuring a seamless transition for new and existing customers from contract signing through equipment installation and setup. This role is responsible for planning, coordinating, and overseeing onboarding projects, ensuring timelines and deliverables are met while delivering an exceptional customer experience.

The Customer Onboarding Project Manager collaborates cross-functionally with sales, service delivery, contact center, supplies, and account management teams to streamline communication, resolve challenges, and maintain accountability throughout the onboarding process. This role also leads process reviews and retrospectives to identify improvement opportunities, implement workflow enhancements, and strengthen customer and team relationships.

Success in this role requires excellent verbal and written communication skills, strong problem-solving abilities, and effective time management. The Customer Onboarding Project Manager ensures that every onboarding engagement is well-coordinated, efficient, and aligned with Fisher’s Technology’s commitment to customer satisfaction and operational excellence.

Roles & Responsibilities

• Manage customer onboarding projects from contract signing through equipment installation and setup.
• Serve as the primary point of coordination between customers and internal teams during onboarding.
• Develop, track, and manage project timelines, deliverables, and expectations to ensure a seamless customer experience.
• Facilitate cross-functional communication between Sales, Service Delivery, FCC, Supplies, and Account Management teams.
• Conduct process reviews and retrospective meetings to evaluate and improve onboarding workflows.
• Identify challenges, propose solutions, and escalate issues when necessary to maintain project momentum.
• Create and maintain onboarding documentation, including project plans, process improvements, and escalation workflows.
• Ensure customers and internal stakeholders remain informed through clear and timely communication.
• Partner with leadership to design and implement escalation and ownership plans to improve team accountability and customer relationships.
• Continuously monitor and refine onboarding processes to enhance efficiency, customer satisfaction, and team alignment.
• Manage multiple onboarding projects simultaneously while prioritizing effectively to meet deadlines.

Experience Required

• 2-4 years of project management or customer onboarding experience
• Experience working in a customer-facing role, with a strong focus on communication and relationship management.
• Demonstrated success in cross-functional collaboration with departments.
• Experience in leading process reviews, workflow improvements, or retrospectives to drive operational excellence.
• Strong background in time management and organizational skills, with the ability to prioritize effectively in fast-paced environments.
• Excellent verbal and written communication skills, with the ability to clearly convey information to both customers and internal teams.
• Problem-solving experience, including the ability to identify root causes and implement effective solutions.

Experience Preferred

• Project Management certificate (PMP, CAPM, or equivalent) or formal project management training.
• Experience in managed print services or technology solutions industry.
• Background in process improvement methodologies.
• Previous experience designing or improving escalation workflows and customer communication plans.

Fisher’s Technology offers an extensive benefits package that includes the following:

• Medical, Dental, & Vision Insurance
• Life Insurance
• Additional Voluntary Life Insurance
• Paid Time Off
• Paid Holidays & Extra Floating Holiday
• 401(k) & 401(k) Matching
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Hospital Indemnity
• Short & Long Term Disability Insurance
• Accident & Critical Illness Insurance