Onboarding Manager

🕒 October 13

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚀 Onboarding Specialist

👻 Ghost score 1%

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Fetch 📦

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

📦 Logistics

💼 Consulting

🏨 Hospitality

Logistics • Consulting • Hospitality

Fetch 📦 is a provider of resident amenities for multifamily communities, offering package management (offsite receipt and doorstep delivery), nightly valet trash collection, fully stocked on-site markets, and on-demand offsite storage with pickup and delivery. Fetch partners with property owners, managers, and developers to reduce staff workload, improve resident experience, and generate new revenue streams across hundreds of apartment communities nationwide.

📋 Description

• Own onboarding for newly contracted properties, regional rollouts, and portfolio acquisitions from sales handoff through the first 90 days after launch • Build implementation plans, milestone schedules, and kickoff meetings with regional VPs, Asset Managers, and onsite Community Managers • Coordinate technical setup, data migration, and integrations with Yardi, RealPage, Entrata, ResMan, and AppFolio • Ensure community profiles and property access credentials are accurately set up before go-live • Lead virtual and onsite training for Regional Managers, Property Managers, Leasing Consultants, and Maintenance teams • Serve as primary contact and escalation point during the 90-day onboarding window; diagnose and resolve implementation issues • Build relationships with property operations and asset management stakeholders by connecting the platform to NOI, occupancy, and resident retention metrics • Run implementation reviews and post-launch health checks to drive adoption and identify churn risk • Track SLA compliance, setup turnaround, CSAT, and early adoption, acting on warning signs • Run sales-to-onboarding handoffs and align Field Operations, Logistics, and Support on property readiness • Bring client feedback, feature requests, and bug escalations to Product and Engineering • Maintain accurate Salesforce and project-tool data for portfolio reporting • Develop SOPs, playbooks, launch checklists, client-facing onboarding materials, and training guides • Lead workflow automation projects in Salesforce, project management tools, and ticketing systems with Revenue Operations • Serve as onboarding subject matter expert and share best practices with Client Success

🎯 Requirements

• 3–5 years in client onboarding or implementation at a B2B SaaS or tech-enabled services company • Track record of leading enterprise or multi-location rollouts from handoff to adoption, including building playbooks and SOPs • Experience coordinating software integrations or data migrations with clients and technical teams • Ability to manage dozens of rollouts simultaneously while maintaining quality and using data to identify and resolve problems • Clear communication skills, including presenting to executives and explaining complex workflows to non-technical staff • Comfort with ambiguity and changing tools • Hands-on experience with CRM, project management, and support platforms such as Salesforce, Gong, and Kustomer • Multifamily real estate experience, property management systems, Salesforce Flow or custom intake forms, and a bachelor’s degree are preferred, not required

🏖️ Benefits

• 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

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