Customer Onboarding Manager

Position Summary

The Customer Onboarding Manager owns end-to-end delivery of UCaaS deployments, from signed order through go-live and handoff to Customer Success. This role manages a portfolio of concurrent implementations, from single-site installs to complex multi-site rollouts, and is technical enough to lead customer configuration calls directly. It works closely with sales, provisioning, dispatch, billing, and the customer to deliver every project on schedule, on scope, and with accurate billing from day one. It is a customer-facing, hands-on role, distinct from order entry and processing.

Key Responsibilities

• Run the sales-to-implementation handoff and customer kickoff; confirm scope, sites, seat counts, devices, call flows, and target cutover dates.
• Manage a portfolio of concurrent deployments at different stages; prioritize workload, maintain project plans and timelines, and keep every project moving without dropping details.
• Serve as the customer’s primary point of contact throughout implementation; lead status meetings and deliver clear, regular progress updates.
• Coordinate with provisioning and dispatch, who own porting and install scheduling, so configuration and cutover plans stay aligned with their timelines.
• Lead customer configuration calls: translate business needs into UCaaS configuration for call flows, auto attendants, hunt and ring groups, users, devices, voicemail, and integrations, including ConnectSmart AI voice where applicable.
• Identify and manage risks, issues, and change requests; escalate blockers early with recommended resolutions.
• Build or validate configuration in the platform, adapt to non-standard customer requirements, and troubleshoot issues during build and cutover.
• Ensure billing system and HubSpot records reflect what was sold and delivered, and that billing starts accurately at go-live.
• Lead cutover and go-live, manage post-go-live hypercare, and complete a formal handoff to Customer Success and Support.
• Track project metrics and contribute to deployment playbooks, templates, and process improvements.

Required Qualifications

• 3+ years of project management or implementation experience in telecom, UCaaS, VoIP, or SaaS.
• Proven ability to manage a high volume of concurrent customer projects with competing deadlines.
• Hands-on experience configuring UCaaS, VoIP, or hosted PBX platforms (call routing, auto attendants, hunt groups, users, devices), and confident leading configuration calls with customers.
• Working knowledge of SIP, number porting, QoS, network readiness, and IP phones/softphones.
• Quick to learn new platforms and adapt to changing customer requirements.
• Strong customer-facing communication skills, including explaining technical options to non-technical customers and managing expectations.
• Proficiency with project management tools, business systems (billing, CRM), and the Microsoft Office suite.
• Highly organized, detail-oriented, and comfortable driving accountability across internal teams.

Preferred Qualifications

• Direct experience with OneBill, HubSpot, or comparable billing/CRM platforms.
• Experience delivering multi-site deployments of 50+ seats.
• Familiarity with contact center or AI voice solutions.

Performance Expectations

• Go-live achieved on or before the committed date.
• Configuration built right the first time, with minimal post-go-live rework.
• Projects delivered within agreed scope, with change requests documented and approved.
• Customer satisfaction at go-live and through hypercare.
• Billing accuracy at activation (billing start and records match what was delivered).
• Clean handoff to Customer Success with minimal post-go-live escalations.

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• UCaaS: 1 year (Required)

Work Location: Hybrid remote in Norristown, PA 19403