The Customer Experience group is responsible for launching, supporting, and strengthening business relationships with Boulevard’s customers. As an Onboarding Manager, Enterprise, you will lead a team of approximately 5-7 Enterprise Onboarding Specialists (OSs),ensuring the seamless onboarding of our largest, most complex customers. This includes multi-location enterprises, franchises, and private equity-backed organizations that require customized onboarding approaches.
This role is ideal for a leader with extensive experience managing enterprise-scale onboarding programs, who can both oversee execution and partner in developing the strategy for onboarding these high-value customers. You will be instrumental in designing, refining, and scaling processes that differ significantly from SMB and mid-market onboarding, ensuring a high-touch, consultative experience tailored to the unique needs of enterprise clients. You will also be deeply involved with Enterprise onboarding customers, partnering with your team of OSs to ensure a flawless, white glove experience.
What You’ll Do Here
Team Leadership & Development
- Manage and develop a team of 5-7 Enterprise OSs through regular 1:1s, performance reviews, and actionable feedback.
- Foster a culture of ownership and adaptability, encouraging team members to think strategically about enterprise customer needs and proactively address challenges.
- Provide coaching for team members handling high-complexity implementations, helping them navigate multi-stakeholder environments.
- Ensure consistency in execution across the team while allowing for tailored approaches that accommodate enterprise customer nuances.
Enterprise Onboarding & Strategic Process Development
- Partner with leadership to develop and refine onboarding processes for large-scale enterprise customers, ensuring they are structured, repeatable, and scalable.
- Identify key differences between SMB and enterprise onboarding needs, helping to build the framework for enterprise-specific workflows, best practices, and playbooks.
- Evaluate customer complexity factors (e.g., number of locations, integrations, legacy system migrations) and develop onboarding strategies accordingly.
High-Touch Customer Engagement & Ownership
- Own enterprise team metrics, ensuring KPIs are met while identifying areas for improvement to drive onboarding efficiency and effectiveness.
- Support OSs on account management for high-value customers, providing a leadership presence and additional support for these businesses
- Oversee team workload and prioritize projects to meet strict enterprise launch deadlines.
Strategic Alignment & Cross-Functional Collaboration
- Advocate for enterprise customers, ensuring their needs are well-represented in internal discussions across Sales, Product, Engineering, and Customer Success.
- Collaborate with Sales and Account Management to establish smooth pre-sales to post-sales transitions, ensuring customers receive the right level of strategic support.
- Identify and champion opportunities for automation and process efficiency, reducing friction in large-scale onboarding.
- Stay deeply attuned to industry best practices in enterprise onboarding and contribute to process evolution.
What You’ll Need to Thrive
- Enterprise Customer Strategy: Proven ability to develop, refine, and execute onboarding processes for large, multi-location, and complex customers.
- Process Development: Ability to design and improve onboarding workflows for enterprise customers, balancing scalability with high-touch service.
- High-Level Problem Solving: Experience navigating multi-stakeholder implementations, managing high-value accounts, and developing solutions to systemic challenges.
- Strategic Communication: Ability to align onboarding strategy with long-term business goals, ensuring enterprise customers see value quickly.
- Change Management & Adaptability: Comfortable navigating evolving onboarding models and implementing improvements that enhance efficiency and customer experience.
- High EQ & Executive Presence: Experience engaging with senior executives and managing relationships at the VP and C-suite level within large organizations.
Additional Qualifications
- Experience: 5+ years in enterprise onboarding, customer success, or implementation, with at least 2+ years leading a team in this segment. Experience with franchises, multi-location rollouts, and private equity-backed organizations is highly preferred.
- Technical Aptitude: Strong familiarity with SaaS platforms, CRM tools like Salesforce (strongly preferred), Excel, and an ability to quickly learn new systems.
- Leadership Skills: Ability to inspire, develop, and lead high-performing teams, while driving accountability and ensuring execution at a high level.
- Strong Business Acumen: Understanding of enterprise customer challenges, change management principles, and key drivers for customer retention and expansion.
- Organizational Agility: Ability to navigate ambiguity, prioritize competing demands, and drive continuous improvement in a fast-paced environment.
How we’ll take care of you
Your total budgeted cash compensation for this role is between $77,280 and $110,400 USD, depending on your current skills, experience, training, and overall market demands. This range is subject to change, and there is always room for growth and advancement.
In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you – Boulevard is here to make sure you’re always at the top of your game emotionally, mentally, and physically.
- ✨ We’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
- ðŸ Take a break whenever you need with our flexible vacation day policy.
- 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
- 💚 Family planning resources and specialized support programs.
- 🔮 Equity: get ahead on the ground floor and grow with Boulevard.
- 💅 Boulevard Bucks Learning and Development program allows employees to explore businesses in the market we serve.
Boulevard Labs, Inc. is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. All employment decisions at Boulevard Labs, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.