Senior Onboarding Associate

About the role: As a Sr. Onboarding Associate, you will be the first point of contact for new restaurant clients after they sign up for our platform. Your goal is to guide them through a smooth and successful onboarding experience, ensuring they are set up for long-term success. You’ll provide training, troubleshoot issues, and collaborate cross-functionally to optimize and scale the onboarding process through both hands-on support and automation initiatives. What will be your responsibilities? Act as the main liaison for new restaurant partners from contract signature through successful platform implementation. Conduct onboarding calls and tailored training sessions based on each restaurant’s operational model. Configure account settings and assist customers in customizing the platform to match their workflows. Collaborate closely with Sales, Support, Product, and Software teams to ensure a seamless customer experience. Track onboarding milestones and proactively follow up to keep clients on schedule for go-live. Educate customers on platform best practices and feature utilization to ensure adoption and long-term satisfaction. Identify potential risks, gaps, or delays in the onboarding process and implement solutions proactively. Provide structured feedback to internal teams to improve onboarding tools, documentation, and customer experience. Automation & Process Optimization: Work on identifying repetitive tasks, bottlenecks, and inefficiencies in the onboarding workflow. Partner with product and software teams to develop and implement automation tools that reduce manual onboarding steps. Contribute to the design and testing of onboarding templates, dynamic setup flows, and data collection tools to improve onboarding speed and accuracy. Support the rollout of self-serve onboarding options or guided setup features for smaller accounts. Continuously analyze onboarding data to identify trends and propose automation strategies that reduce onboarding time and improve scalability. Participate in automation pilots and report on their effectiveness to drive continuous improvement. Take ownership of high-priority or complex onboarding projects, including multilocation and enterprise accounts. Mentor junior onboarding associates, providing guidance, feedback, and support in resolving onboarding challenges. Lead initiatives to improve onboarding playbooks, SOPs, and team-wide operational frameworks. Act as a key stakeholder in onboarding strategy meetings, helping shape future processes, tools, and automation priorities based on frontline insights. What are we looking for, and what does it require to be the right fit for this role? We’re looking for someone who thrives at the intersection of technology, customer service, and hospitality. The ideal candidate understands the unique challenges restaurant owners and operators face and can confidently guide them through implementing a new tech solution. Specifically,…