Technical Onboarding Manager

About TrueLoyal

TrueLoyal is the only loyalty platform built to help multi-channel consumer brands win. We deliver AI-powered personalization and expert-led strategy to help brands dominate across eCommerce, retail, and distributor channels. From capturing every in-store transaction to tailoring every interaction, we help brands crush revenue goals, boost retention, and create customers for life.

Technical Onboarding Manager at TrueLoyal

Ready to drive customer success from day one? We're looking for a dynamic and results-driven Onboarding Manager to join our team. You'll architect a truly seamless and unforgettable "WOW" onboarding journey that turns new customers into enthusiastic, high-value partners.

Your Mission

The primary goal is to own the critical leg of the customer journey from contract signing through successful platform launch. This is a high-visibility role where you serve as the central point of coordination and management, ensuring a frictionless transition and laying the foundation for long-term customer satisfaction and loyalty.

Key Responsibilities

• Orchestrate the WOW Experience: Masterfully manage all technical, strategic, and logistical moving parts of the onboarding process to ensure a cohesive and delightful experience for the customer.
• Drive Successful Launches: Ensure timely, high-quality, and complete platform launches, coordinating efforts across Sales, Product, Engineering, and Customer Success teams.
• Build Relationships: Maintain and strengthen deep, consultative relationships with assigned accounts, acting as their trusted advisor and internal advocate throughout the launch phase.
• Facilitate Adoption: Guide customers through the initial setup and strategic configuration of our Loyalty Platform, ensuring they are positioned to achieve their business goals from day one.
• Process Excellence: Continuously identify opportunities to refine and optimize the onboarding process, tools, and documentation to reduce time to value, increase efficiency and scalability.

What Success Looks Like

A successful Technical Onboarding Manager consistently delivers launches that are on time, within scope, and exceed customer expectations. You will significantly contribute to reducing time-to-value for our customers, improving initial platform adoption rates, and cementing strong, long-term relationships that result in high customer satisfaction scores (NPS).

What You'll Bring

We're seeking a seasoned strategic thinker and exceptional communicator who can confidently guide our enterprise customers to success.

Essential Experience

• 3–4 years of high-impact experience in Project Management (PM) or Technical Onboarding (TPM), specifically catering to enterprise-level customers in a B2B SaaS environment.
• Integration and Front-End Proficiency: Practical experience with front-end technologies like JavaScript and CSS, and a proven ability to successfully manage and troubleshoot customer-side API integrations.
• Proven ability to drive successful outcomes while navigating diverse technology stacks.
• A stable work history demonstrating commitment and consistency, ideally showing a minimum of 2 years in previous roles at different companies. This role is not suited for job-hoppers.

Core Knowledge & Skills

• Project Management Expertise: You are proficient in project management methodologies, using PM concepts, and developing customized strategies to drive customer success and continuous improvement.
• Technical Acumen: You possess a strong working familiarity with various enterprise technology landscapes, including IT infrastructure stacks, IT organizational structures, eCommerce, and Marketing stacks. You understand the inherent benefits of the SaaS industry platform model.
• Strategic Relationship Building: Skilled in building and nurturing relationships across all levels, from end-users to executive-level stakeholders. You know how to identify and cultivate internal champions within customer organizations.
• Consultative Communication: Expert-level discovery, questioning, and listening skills that allow you to quickly identify complex customer needs and propose precise, effective solutions.

Desired Traits & Characteristics

The ideal candidate possesses the mindset to thrive in a fast-paced, growth-oriented company:

• Driven and Persistent: You are inherently goal-oriented and possess the resilience to successfully overcome complex challenges.
• Intelligent and Analytical: A proven critical thinker who can analyze situations and derive actionable, data-informed solutions.
• Naturally Inquisitive: You possess a deep, inherent curiosity for technology and proactively stay informed about the latest trends and changes in the tech landscape.
• NaturAdaptable & Coachable: You thrive in ambiguity, handle changing priorities effectively, and actively seek feedback with a strong sense of self-awareness and desire for growth.

Nice-to-Have Skills (Preferred)

• Experience with loyalty strategies, marketing automation, or related concepts.
• Demonstrated experience in building and presenting compelling business cases to executive stakeholders.

Summary Statement:

This role is ideal for a proactive, strategic leader who thrives on building foundational relationships and delivering measurable value to enterprise customers while driving business success. If you’re passionate about customer success and have the expertise and mindset to excel, we encourage you to apply!

Benefits

• Premier Health Insurance plan with $0 deductible and $0 co-pay
• Dental and vision insurance plans
• Medical and dependent care flexible spending accounts
• Open PTO - we like to keep this simple...making time for life is important!
• 9 paid standard holidays each year in addition to open PTO
• 401(k) savings plan with Employer Matching
• Company-paid Life, AD&D, and Disability coverage
• A collaborative, entrepreneurial learning environment with a proven playbook
• Be part of a high-growth company revolutionizing customer loyalty
• Work with cutting-edge technology and innovative products
• Competitive salary, benefits, and growth opportunities
• Fun work atmosphere

This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the role. The selected candidate may be asked to perform other duties in addition to those described above.

We are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives, and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.

*No visa sponsorship is available for this position*