<p>Mad Mobile is an AI software development company headquartered in Tampa, FL, dedicated to transforming the way businesses operate in a digital world. We specialize in building innovative, AI-driven software solutions for restaurants and enterprise retailers, empowering them with tools to enhance customer experiences, streamline operations, and drive growth. From mobile ordering and payments to advanced point-of-sale systems, our cutting-edge technology helps industry leaders stay ahead in an ever-evolving market. Join us in shaping the future of retail and hospitality through intelligent, scalable solutions.</p> <p>With a client-first mentality and a passion for solving complex challenges, we are driven by our core values of customer focus, accountability, teamwork, innovation, and integrity. As we continue to scale, we're seeking a Senior Manager of Customer Onboarding to lead our efforts in delivering an exceptional onboarding experience that enables restaurant customers to quickly realize the value of our platform.</p> <p>About the Role</p> <p>The Senior Manager of Customer Onboarding at Cake POS will lead the charge in creating a seamless, efficient, and delightful onboarding experience for our restaurant clients. This role is pivotal in ensuring new customers swiftly adopt and benefit from our cloud-based POS system. You will design and execute scalable onboarding programs tailored to the needs of small to medium-sized businesses, driving rapid value realization and long-term success. By collaborating with cross-functional teams, you will optimize processes to accelerate onboarding timelines while maintaining high customer satisfaction. The ideal candidate is a strategic, customer-obsessed leader with expertise in customer success, team leadership, and process optimization, passionate about delivering outstanding experiences.</p> <p>Location: Tampa, FL (HQ) - Full-time in office role</p> <p>In This Role, You Will:</p> <ul> <li>Design and lead scalable onboarding programs that ensure new customers quickly and successfully adopt our platform. </li><li>Collaborate with product, sales, and support teams to streamline onboarding processes, reducing time-to-value for customers. </li><li>Oversee multiple onboarding projects, ensuring timely and high-quality implementations. </li><li>Leverage data-driven insights (e.g., CSTAT, NPS, onboarding completion rates) to measure and enhance onboarding effectiveness. </li><li>Build strong, trust-based relationships with customers, providing tailored guidance during onboarding. </li><li>Proactively identify and resolve onboarding challenges to maximize customer satisfaction and retention. </li><li>Lead, mentor, and inspire a team of onboarding specialists, fostering a customer-centric culture of excellence and continuous improvement. </li></ul> <p>We Are Looking for Someone Who Has:</p> <ul> <li>7-10 years of experience in customer success, onboarding, or project management, with 3-5 years in a leadership role overseeing customer onboarding. </li><li>Deep understanding of the restaurant or hospitality industry; experience with POS systems or AI-driven software is a strong plus. </li><li>Proven leadership skills, including coaching, performance management, and building high-performing, customer-focused teams. </li><li>Strategic thinking and change management expertise to design and scale onboarding processes for a growing client base. </li><li>Exceptional project management skills, with the ability to manage multiple complex onboarding projects concurrently. </li><li>Demonstrated success in driving customer satisfaction, with experience improving metrics like CSTAT and NPS. </li><li>Strong communication and interpersonal skills to build relationships with customers and internal stakeholders. </li><li>Analytical mindset, with proficiency in using CRM tools (e.g., Salesforce, HubSpot) and customer success platforms to drive data-informed decisions. </li><li>Familiarity with AI-driven tools or analytics, enabling optimization of onboarding workflows. </li><li>Ability to thrive in a fast-paced environment, proactively addressing challenges to ensure seamless customer experiences. </li><li>Bachelor's degree in business, management, or a related field; advanced degree is a plus. </li></ul> <p>Our Core Values:</p> <ul> <li>Customer: We believe our customers deserve the best from us every day. </li><li>Accountability: We take ownership and make things happen. </li><li>Teamwork: We win as a team and have fun doing it. </li><li>Innovation: We innovate, inspire, and ignite the future! </li><li>Integrity: We are honest, ethical, and trustworthy. </li></ul> <p>Why Mad Mobile?</p> <ul> <li>Join a dynamic, innovative company transforming the restaurant tech landscape with AI-driven solutions. </li><li>Work in the vibrant Tampa Bay area, blending career growth with a sunshine-state lifestyle. </li><li>Collaborate with a passionate, talented team dedicated to making a difference for our clients and communities. </li><li>Competitive salary, comprehensive benefits, and opportunities for professional growth in a high-impact role. </li></ul> <p>Benefits</p> <p>At Mad Mobile, we're committed to supporting our employees from day one with no waiting period for our plans. We offer market-leading benefits for medical, dental, and vision, covering a generous portion of premiums. To set you up for success, we provide a $1000 HSA contribution (prorated based on start date, split into two payments). Our 401(k) plan includes a 6% matching contribution, with full vesting from day one. At Mad Mobile, we're building the next generation of in-store experiences and incredible teams.</p> <p>EEOC Statement</p> <p>Mad Mobile is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.</p> <p>Note: Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company without a signed agreement.</p>