Overview:
Manager, Client Onboarding
At Kastle, the Client Onboarding team is the bridge between a signed contract and a fully secure system. The team makes sure every new installation is configured correctly, reflects the client's exact requirements, and is quality-checked before it goes live. As the manager of the team, your role is to lead a dedicated group of Onboarding Specialists to serve customers through this important phase of the relationship. This role is responsible for the team's accuracy, throughput, and client experience — coaching specialists, refining processes, and removing obstacles so that every system is activated correctly and on time.
Reports to: VP of Customer Success
Location: On-site; Falls Church, VA or Houston, TX
Employment type: Full-time, exempt
Travel: Up to 15%, usually between the two primary offices in Falls Church and Houston
Position Summary
The Manager, Client Onboarding leads a team of up to eight Onboarding Specialists, many working remotely, who partner with Project Managers to bring new Kastle systems online. The team configures equipment, enters client-specific settings across multiple platforms, performs quality checks, and communicates directly with clients throughout the installation. This is a people-first leadership role. Success depends on the ability to manage and develop a distributed team, maintain rigorous quality standards in a high-volume, detail-intensive environment, and collaborate closely with Project Management and other internal partners.
Responsibilities:
Key Responsibilities
Team Leadership & People Management
- Lead, coach, and develop a distributed team of up to eight Onboarding Specialists.
- Set clear performance expectations, conduct regular one-on-ones, deliver feedback, and complete performance reviews.
- Manage workload distribution and capacity planning so onboarding cases are staffed appropriately and deadlines are met.
- Hire, onboard, and train new team members; build documentation and ramp plans that get specialists productive quickly.
- Foster an engaged, connected team culture across locations and time zones, with particular attention to keeping remote employees included and supported.
Onboarding Operations & Quality
- Own the end-to-end onboarding workflow from installation kickoff through system activation.
- Ensure new Kastle equipment is installed and configured correctly and that client-specific settings are entered accurately into all relevant systems.
- Maintain and enforce quality-control standards, including verification and quality checks of configurations and data before any system goes live.
- Monitor accuracy and error rates across the team's data entry and put corrective and preventive measures in place when issues surface.
- Track key metrics (e.g., time-to-activation, configuration accuracy, rework rate, client satisfaction) and report on team performance.
Cross-Functional Collaboration
- Partner closely with Project Managers to align on installation timelines, dependencies, and handoffs.
- Coordinate with field/installation teams, technical support, and other internal stakeholders to resolve issues that could delay activation.
- Serve as an escalation point for complex or at-risk onboarding cases.
Client Experience
- Ensure the team communicates clearly, professionally, and proactively with clients throughout the installation process.
- Set standards for client communication and step in directly on sensitive or high-profile accounts when needed.
- Use client feedback to improve the onboarding experience.
Process Improvement
- Identify inefficiencies in workflows that span multiple systems and lead efforts to streamline them.
- Develop and maintain standard operating procedures, checklists, and training materials.
- Partner with systems/IT owners to advocate for tooling improvements that reduce manual data entry and the risk of error.
Qualifications:
Required Qualifications
- Bachelor's degree or equivalent experience.
- 3+ years of relevant experience in onboarding, implementation, operations, or a comparable function, including at least 2 years managing or leading a team.
- Demonstrated experience managing remote or distributed employees.
- Strong attention to detail and a track record of maintaining quality standards in a high-volume, data-intensive environment.
- Comfort working across multiple software systems and platforms simultaneously.
- Excellent written and verbal communication skills, including direct client-facing communication.
- Strong organizational and time-management skills, with the ability to manage competing priorities and deadlines.
- Must be willing to participate in and pass the company’s pre-employment screening process including a background investigation and drug screening.
- Must be able to meet and maintain various certifications, licenses, or registrations in accordance with applicable state laws and as required by the electronic security regulations in the state(s) worked.
Preferred Qualifications
- Experience in security systems, access control, video surveillance, SaaS implementation, or a related technical services field.
- Familiarity with project management practices and working alongside Project Managers.
- Experience with CRM, ticketing, or configuration/provisioning systems.
- Background in building or improving operational processes and SOPs.
Other Eligibility Requirements:
Key Competencies
- People leadership: coaching, developing, and motivating a remote team.
- Quality orientation: rigorous attention to accuracy and detail.
- Communication: clear, professional, and proactive with both clients and internal partners.
- Collaboration: works effectively across functions, especially with Project Management.
- Adaptability: thrives in a fast-paced environment with shifting priorities and multiple systems.
- Problem-solving: identifies root causes and drives process improvements.
