fetchpackage - Onboarding Manager

• This is an individual contributor role with room to grow as the Onboarding function expands. You’ll improve client retention, shorten time-to-value, and speed up the handoff to Client Success, all while refining the process as you go. Along the way, you’ll help build the operational standards and processes that let Onboarding scale. • Serve as the primary contact and escalation point during the 90-day onboarding window, and diagnose and resolve implementation issues quickly. • Build trust with VPs of Property Operations, Asset Managers, and Regional VPs by tying the platform to the metrics they care about: NOI, occupancy, and resident retention. • Run implementation reviews and post-launch health checks to drive adoption and catch churn risk early. • Track SLA compliance, setup turnaround, CSAT, and early adoption, and act on warning signs before they turn into escalations. • Cross-Functional Coordination • Run formal sales-to-onboarding handoffs to confirm scope, custom contract terms, and client expectations. • Get Field Operations, Logistics, and Support aligned on property readiness ahead of each go-live. • Bring client feedback, feature requests, and bug escalations to Product and Engineering. • Keep Salesforce and project tools accurate so leadership has clear portfolio reporting. • Process Improvement & Enablement • Find recurring friction points and turn the fixes into SOPs, playbooks, and launch checklists that help onboarding scale. • Create client-facing onboarding materials and training guides built around multifamily workflows. • Lead workflow automation projects in Salesforce, project management tools, and ticketing systems, partnering with Revenue Operations. • Act as the team’s subject matter expert on onboarding, sharing best practices with Client Success team members. • ## What Success Looks Like: • In your first year, success means: • New properties go live on schedule, meet SLAs, and start with strong satisfaction and health scores. • The playbooks, SOPs, and automations you build are adopted across Client Services. • You resolve complex, multi-property launch issues on your own and keep internal teams on track through tight timelines. • Teammates count on you as a go-to resource for onboarding. • 3–5 years in client onboarding or implementation at a B2B SaaS or tech-enabled services company. • A track record of leading enterprise or multi-location rollouts from handoff to adoption, including building the playbooks and SOPs behind them. • Experience coordinating software integrations or data migrations with clients and technical teams. • Strong organization. You can manage dozens of rollouts at once without letting quality slip, and you use data to spot and fix problems. • Clear communication, from presenting to executives to explaining complex workflows to non-technical staff. • Comfort with ambiguity and changing tools, plus hands-on experience with CRM, project management, and support platforms (e.g., Salesforce, Gong, Kustomer). • Multifamily real estate experience, whether in onsite or regional property operations (e.g., Community Manager) or at a PropTech vendor, ideally with NMHC Top 50 owners/operators. • Experience with property management systems such as Yardi, RealPage, Entrata, AppFolio, or ResMan. • Experience with Salesforce Flow or custom intake forms. • Bachelor’s degree in Business, Real Estate, Communications, or a related field. • Core Competency Profile • Project Management: Highly organized with superior attention to detail; capable of managing dozens of simultaneous property rollouts without sacrificing quality. • Customer-Centric Leadership: Empathetic listener and skilled communicator capable of simplifying complex workflows for non-technical property staff. • Problem-Solving & Agility: Able to navigate ambiguity, overcome technical blockers, and build constructive relationships across diverse internal and external stakeholders. • ## What We'll Deliver On: • Competitive base salary plus performance bonus potential • Flexible work schedule with eligibility to work remotely • Comprehensive benefits including medical, dental, and vision insurance coverage • 401(k) retirement plan • Unlimited vacation • At Fetch, we are always looking for awesome people to join our growing team. If you think you’re the right fit for this position, apply today. We’d love to hear from you!