Onboarding Manager

Onboarding Manager

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

• Collaborate with internal technical teams to configure, deploy, and validate client-specific instances of the Veremark platform.

• Ensure all client requirements, workflows, and configuration details are accurately captured and implemented.

• Work closely with IT to troubleshoot any configuration or integration issues throughout onboarding.

• Manage all onboarding activities, tasks, and documentation via Monday.com, ensuring a fully auditable onboarding record for every client.

• Develop and deliver comprehensive user-training sessions (virtual or in person) to ensure clients can independently navigate and operate the Veremark platform.

• Partner with the Customer Success function to produce and distribute digital training assets and client-facing resources.

• Ensure users understand how to order checks, manage candidate workflows, and utilise platform features for maximum value.

• Coordinate with Finance to ensure clients are correctly configured in all finance systems for accurate and timely invoicing.

• Facilitate smooth handover to Customer Success and Account Management teams post-onboarding, ensuring full visibility of client requirements and progress.

• Act as a cross-functional liaison between Technical, Finance, Customer Success, and Account Management teams to resolve onboarding or configuration-dependent issues.

• Ensure Account Managers are properly introduced into named accounts and that any onboarding tasks delegated to them are delivered within the program timeline.

• Own the full 90-day onboarding project plan, including milestone tracking, risk management, and stakeholder communication.

• Identify potential delays or roadblocks and intervene proactively to maintain timelines and quality.

• Ensure all onboarding activities, communications, and outcomes are documented within Monday.com for auditability and internal reporting.

• Track and report on onboarding KPIs including CSAT, platform adoption, service consumption, invoicing accuracy, and revenue achieved within the 90-day window.

• Lead post-onboarding reviews to identify service improvements and operational enhancements.

• Champion continuous improvement across the onboarding methodology, training materials, and technical enablement processes.

Qualifications

Qualifications & Experience

• Bachelor's degree in Business, Information Technology, or equivalent, OR minimum 5 years' relevant experience.

• Demonstrated experience managing client onboarding, software implementation, or technology-enabled service activation.

• Strong technical aptitude and the ability to understand platform configuration, workflow logic, and system troubleshooting.

• Background screening industry knowledge (global) is highly desirable.

• Excellent communication skills with an ability to present confidently to client stakeholders.

• Comfortable working cross-functionally with multiple internal teams in a fast-paced environment.

• Strong project-management skills, preferably using tools such as Monday.com, Asana, Jira, or similar.

• Proactive, structured, and solutions-driven approach.

Additional Information

We are an all-remote organisation with ~200+ people spread across the world. We value Trust, Integrity, Data and Experience in everything we do - from the way we collaborate to the products we create.

We're focused on transforming the industry while partnering with many of the leading technology platforms in the People & Talent ecosystem.

And we're growing fast. Having recently been ranked in Deloitte's Tech Fast 50 for the second year running, we're looking for brilliant people, fast thinkers and passionate change-drivers to join our expanding team.