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Onboarding/Implementation Manager

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Phorest

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Location:
United States; Canada

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a metrics-driven, and customer-obsessed Onboarding Manager to lead our North American Onboarding team. In this role, you will manage a team of 7 Onboarding Specialists, ensuring the delivery of a best-in-class onboarding experience for our clients while maintaining key performance metrics. This position is critical to our growth in the North American market.

Job Responsibility:

  • Lead a high-performing team of 7 Onboarding Specialists
  • Own onboarding metrics for the team (go-live targets, cancellation rates, client satisfaction, go-live quality)
  • Handle customer escalations creatively
  • Act as the voice of the customer within Phorest
  • Identify trends and opportunities
  • Develop and implement process improvements to reduce the onboarding effort needed per customer

Requirements:

  • Bachelor's degree required
  • 4+ years of work experience in a SaaS environment, specifically in onboarding or implementation functions
  • 2+ years managing operational teams
  • Strong analytical skills with the ability to translate data into actionable insights
  • Clear communicator who can convey complex information to different audiences
  • Client-centric approach with a deep understanding of the customer journey
  • Demonstrated ability to quickly learn complex SaaS products

Nice to have:

Passion for the salon industry

What we offer:
  • Fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks
  • Access to optional extras, such as a 401(k) and a range of upgraded insurance options
  • Career development resources including in-house Learning and Development/Business coach and LinkedIn learning
  • Regular social events
  • Opportunity to join or champion Employee Resource Groups

Additional Information:

Job Posted:
February 10, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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