Company Overview
ATSER, established in 1993 and based in Houston, TX, is a leading provider of comprehensive engineering, construction management, and testing services. With a team of highly-qualified professionals, ATSER is dedicated to delivering innovative solutions across various infrastructure projects and technical disciplines.
Job Overview
The Onboarding Manager is responsible for leading customer software implementations for the Manage-IT SaaS platform from post-sale kickoff through successful deployment, adoption, and transition to Customer Success.
The Onboarding Manager is ultimately responsible for driving onboarding projects to successful, timely completion while maintaining alignment among customer expectations, contractual scope, and internal delivery teams.
This role owns onboarding execution, project coordination, customer accountability, scope management, timelines, and go-live readiness.
The ideal candidate has prior experience managing B2B SaaS software implementations and is comfortable coordinating customers, internal technical teams, configurations, workflows, integrations, training activities, and implementation deliverables in a fast-paced environment.
This role is best suited for candidates who are highly organized, proactive, detail-oriented, and experienced in managing multiple concurrent customer onboarding projects.
Applicants should be prepared to discuss specific SaaS implementation projects they have personally managed, including timelines, challenges, customer communication, and project outcomes.
________________________________________
Important Clarification About This Role
This is NOT:
- a customer support role,
- a sales role,
- an HR onboarding role,
- or an entry-level project coordinator position.
This is a hands-on SaaS implementation management role responsible for driving customer onboarding projects to successful completion.
Candidates should have prior experience leading customer-facing software implementations, managing timelines and deliverables, coordinating technical teams, and handling customer accountability throughout the onboarding lifecycle.
Candidates without prior experience in SaaS implementation, software onboarding, or customer deployment are unlikely to be a fit for this role.
________________________________________
Success in This Role Requires
- Strong ownership mentality
- Ability to manage competing priorities without constant supervision
- Ability to maintain project momentum and customer accountability under tight deadlines
- Comfort handling difficult customer conversations professionally
- Ability to maintain momentum across multiple active implementations
- Strong follow-through and attention to detail
- Ability to work effectively with both technical and non-technical stakeholders
________________________________________
Required Qualifications
- 3–5+ years of hands-on experience managing customer-facing SaaS software implementations or enterprise software deployments.
- Experience working directly with external customers during software implementation, configuration, training, and go-live activities.
- Experience coordinating multiple concurrent onboarding or implementation projects
- Strong project management and organizational skills
- Experience managing customer expectations, timelines, risks, and deliverables
- Ability to coordinate cross-functional teams, including technical and business stakeholders
- Strong written and verbal communication skills
- Comfortable leading customer meetings and driving follow-up accountability
- Experience working with business software platforms, enterprise applications, or workflow systems.
________________________________________
Preferred Experience
- SaaS implementation or onboarding experience
- Construction management software experience
- ERP, workflow, or enterprise business systems experience
- Experience working with configurable software platforms
- Experience coordinating software configuration, user setup, and customer training activities
________________________________________
Key Responsibilities
Customer-Facing Project Leadership
- Serve as the primary point of contact for customers throughout the onboarding lifecycle.
- Set expectations, manage timelines, and communicate progress, risks, and dependencies.
- Establish and maintain effective working relationships with customer stakeholders while driving implementation accountability and milestone completion.
Post-Sale Handoff & Discovery
- Lead post-sale implementation discovery sessions to define customer requirements, workflows, onboarding deliverables, dependencies, and success criteria.
- Translate sales commitments into clearly defined onboarding deliverables.
- Validate scope alignment prior to implementation kickoff.
Strategic Onboarding Planning
- Develop a tailored onboarding roadmap with defined milestones, success metrics, and realistic timelines.
- Align customer objectives with product capabilities and implementation approach.
- Adjust plans proactively to accommodate changing customer needs or constraints.
Scope, Budget & Schedule Management
- Own and administer onboarding project scope, budget, and schedule.
- Track progress against milestones and manage change requests.
- Ensure onboarding work remains within agreed contractual and resource boundaries.
Technical Coordination & Delivery
- Collaborate with SMEs to define technical requirements and prepare scope tickets for configuration and new development.
- Coordinate cross-functional execution across Product, Engineering, IT, and Security teams.
- Ensure technical setups, integrations, and configurations support customer workflows.
Training, Enablement & Adoption
- Coordinate and deliver onboarding sessions, workflow reviews, and role-based platform training to support successful product adoption.
- Drive user adoption through role-based training and practical use cases.
- Ensure customers are prepared to operate independently post-onboarding.
Risk Management & Issue Resolution
- Proactively identify onboarding risks, roadblocks, and technical issues.
- Drive problem resolution before issues impact customer satisfaction.
- Escalate as needed while maintaining customer confidence.
Transition to Customer Success
- Ensure onboarding success criteria are met prior to transition.
- Successfully hand over the customer to a Customer Success Manager (CSM) with full documentation, context, and adoption status.
- Support a smooth transition from implementation to long-term account management.
________________________________________
Key Performance Indicators (KPIs)
- Activation / Adoption Rate
Percentage of users actively utilizing key product features.
The speed at which the customer achieves their first meaningful “win.”
- Customer Satisfaction (CSAT)
Customer feedback specific to the onboarding experience.
Customer retention and churn rates within the first 30–90 days.
On-time completion of onboarding milestones and projects.
Percentage of projects delivered within the approved scope and budget.
Join us at ATSER as we empower new team members to succeed from their very first day! This paid position offers an exciting opportunity to shape the future of our talent integration efforts while working within a dynamic engineering-focused environment.
Pay: $110,000.00 - $140,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- How many SaaS implementations have you personally led?
- Have you managed external customer software deployments?
- Have you coordinated technical implementation activities such as integrations, configurations, or workflow setup?
- Describe the most complex software implementation you managed.
- How many concurrent implementation projects have you handled simultaneously?
Work Location: In person
