Role Overview
The Onboarding Manager plays a pivotal role in delivering a seamless, efficient, and high-quality onboarding experience for new Veremark clients subscribing to our background-screening services. This role is responsible for coordinating the technical setup of the Veremark platform, delivering end-user training, and driving the structured 90-day onboarding program to ensure clients achieve early value, service adoption, and revenue ramp-up.
Success in this role is measured through CSAT, service consumption, quality and completeness of onboarding delivery, and revenue attainment within the first 90 days.
Key Responsibilities
1. Technical Setup & Platform Enablement
Collaborate with internal technical teams to configure, deploy, and validate client-specific instances of the Veremark platform.
Ensure all client requirements, workflows, and configuration details are accurately captured and implemented.
Work closely with IT to troubleshoot any configuration or integration issues throughout onboarding.
Manage all onboarding activities, tasks, and documentation via Monday.com, ensuring a fully auditable onboarding record for every client.
2. User Training & Adoption
Develop and deliver comprehensive user-training sessions (virtual or in person) to ensure clients can independently navigate and operate the Veremark platform.
Partner with the Customer Success function to produce and distribute digital training assets and client-facing resources.
Ensure users understand how to order checks, manage candidate workflows, and utilise platform features for maximum value.
3. Internal Coordination & Stakeholder Alignment
Coordinate with Finance to ensure clients are correctly configured in all finance systems for accurate and timely invoicing.
Facilitate smooth handover to Customer Success and Account Management teams post-onboarding, ensuring full visibility of client requirements and progress.
Act as a cross-functional liaison between Technical, Finance, Customer Success, and Account Management teams to resolve onboarding or configuration-dependent issues.
Ensure Account Managers are properly introduced into named accounts and that any onboarding tasks delegated to them are delivered within the program timeline.
4. Project Management & Delivery Execution
Own the full 90-day onboarding project plan, including milestone tracking, risk management, and stakeholder communication.
Identify potential delays or roadblocks and intervene proactively to maintain timelines and quality.
Ensure all onboarding activities, communications, and outcomes are documented within Monday.com for auditability and internal reporting.
5. Performance Monitoring & Continuous Improvement
Track and report on onboarding KPIs including CSAT, platform adoption, service consumption, invoicing accuracy, and revenue achieved within the 90-day window.
Lead post-onboarding reviews to identify service improvements and operational enhancements.
Champion continuous improvement across the onboarding methodology, training materials, and technical enablement processes.
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