Onboarding Account Manager

Our client, a Charlotte-based IT solutions firm, is looking for a detail-oriented and relationship-driven Onboarding Account Manager to lead the client journey from signed contract to full activation. This is a pivotal role that sits at the intersection of sales, service delivery, and customer success. You’ll own the onboarding process for new Managed IT Services clients, ensuring their environments are configured correctly, expectations are aligned, and communication is clear from day one.

Success in this role means balancing people skills with project management discipline. You’ll coordinate with engineers, network specialists, and account managers to gather requirements, track progress, and remove roadblocks. You’ll also act as a trusted guide for clients, answering questions, providing updates, and making sure they feel confident and supported throughout the onboarding journey.

If you're someone who thrives in a collaborative, tech-enabled environment and enjoys turning complex processes into smooth client experiences, this is a great opportunity to make a measurable impact.

Job Responsibilities:

Client Onboarding & Activation

• Lead structured onboarding plans for new managed services clients.

• Coordinate setup tasks across technical teams.

• Gather business and technical requirements from clients.

• Provide walkthroughs, updates, and proactive support.

Project Coordination

• Track timelines and manage onboarding tools.

• Document workflows and client configurations.

• Flag project risks and collaborate on solutions.

• Ensure smooth transition to support and account teams.

Client Experience & Internal Support

• Be the primary contact for new clients during onboarding.

• Maintain accurate documentation and contribute to process improvements.

• Track and report on onboarding KPIs (e.g., time-to-live, satisfaction).

• Join internal reviews to help scale the onboarding process.

Qualifications:

• 6+ years in onboarding, account management, or project coordination.

• Excellent communication and relationship-building skills.

• Experience in IT services or MSP operations is a plus.

• Strong organizational skills and attention to detail.

• Proficiency in CRMs, ticketing systems, and cloud tools.

• Able to manage competing priorities under pressure.

Requirements:

• Updated Resume/CV.

• Strong internet connection and personal computer.

• UPS/battery backup to ensure connectivity.

• U.S working hours

Benefits:

• Remote work flexibility.

• Competitive salary.

• Opportunity to work in a fast-growing IT firm.

• Supportive, mission-driven team environment

• HMO coverage for employee and immediate family members

 
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