Beyond day-one execution, this role partners closely with Quality Assurance (QA) to address Operational Audit findings and drive continuous improvement initiatives. The Manager proactively identifies recurring bottlenecks, process inefficiencies, and customer pain points, implementing corrective actions to enhance scalability and customer satisfaction. They also ensure that all process documentation remains current and reflective of evolving best practices, reinforcing Future Tech’s commitment to operational excellence and a best-in-class customer experience.
This is a U.S.-based remote position. The work hours are Monday - Friday, 8:30a -5:30p Eastern time. Our Benefits offerings include Medical, Dental, and Vision Insurance, 401k with company match, and PTO.
This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required. Key Responsibilities
Customer Onboarding & Implementation Management
- Lead and manage the full lifecycle of the customer onboarding process through go-live.
- Ensure customers have a clear understanding of Future Tech’s onboarding milestones, deliverables, and service expectations.
- Coordinate internal readiness activities:
- Account Creation
- Customer Portal
- Hardware Ordering / Procurement (A Stock)
- B Stock Processing (“Get a Computer,” “Return Equipment,” “Refresh”)
- Warehouse Processing / Services
- Configuration Services (Asset Tagging, Imaging, Software Installations, etc.)
- Reporting (Service Levels, KPIs, ASN, Invoicing, etc.)
- Serve as the primary point of contact for onboarding-related inquiries and updates.
- Partner with Global Supply Chain and Purchasing to ensure products, pricing, and service offerings are properly configured and globally aligned.
- Collaborate closely with Sales, IT, Finance, and Operations to confirm all customer requirements are documented, validated, and delivered.
- Facilitate communication and coordination between internal departments, vendors, and customer stakeholders to maintain full transparency throughout the onboarding process.
- Design and execute an onboarding journey that provides a positive and consistent customer experience across all engagements.
- Proactively identify and address potential roadblocks to ensure timelines and service quality standards are met.
- Collect customer feedback post-onboarding to identify opportunities for continuous improvement and customer satisfaction.
- Develop and maintain onboarding documentation, including customer setup guides, process workflows, and operational readiness checklists.
- Prepare and maintain implementation documents, including technical specifications, and work instructions.
- Provide regular status reports, risk assessments, and performance summaries to senior leadership and customer stakeholders.
- Track and report onboarding metrics (time-to-launch, error rate, customer satisfaction) to measure process efficiency.
- Identify and mitigate potential onboarding risks, including data, compliance, and logistical challenges.
- Ensure all onboarding activities comply with internal policies, customer agreements, and applicable regulations.
- Lead debriefing sessions with internal teams and customers to capture lessons learned and process enhancements.
- Contribute to developing scalable onboarding methodologies and tools for future customers.
Education:
- Bachelor’s degree in Information Technology, Business Administration, Supply Chain, or a related field.
- Certifications in ITIL, Customer Success Management, Project Management or Process Improvement are a plus.
- 3–5 years of experience in customer onboarding, implementation, or service transition within a technology or hardware reseller environment.
- Strong background in cross-functional coordination (Sales, Procurement, IT, Supply Chain).
- Experience managing customer-facing initiatives and ensuring service delivery excellence.
- Customer Success Orientation: Proven ability to deliver exceptional onboarding experiences and build trust with customers.
- Organizational & Coordination: Strong ability to manage multiple implementations simultaneously with attention to detail.
- Vendor & Partner Collaboration: Skilled in coordinating with vendors, IT, accounting, purchasing, logistics, and supply chain teams to align deliverables.
- Communication: Excellent written and verbal communication skills, capable of translating technical information.
- Analytical & Problem-Solving: Able to identify bottlenecks, propose solutions, and optimize processes.
- Proficient with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
- Experience with CRM or onboarding software (ServiceNow, etc.) preferred.
- Familiarity with IT systems, hardware, cloud solutions, and configuration services beneficial.
- Strong documentation skills with experience translating complex workflows into clear, structured SOPs and training materials.
- Exceptional interpersonal and teamwork skills.
- Customer-first mindset with a focus on long-term relationship building.
- Adaptability to changing priorities and customer requirements.
- Strong initiative and accountability in driving results.
- Full-time position; occasional travel may be required for customer visits or cross-functional workshops.
- This position has responsibilities that include working with a government contractor; therefore, U.S. citizenship is required.
The Customer Onboarding & Implementation Manager will play a key role in shaping the first impression of Future Tech’s services, ensuring new customers experience a seamless, efficient, and value-driven introduction to our organization. This role provides the opportunity to partner with a diverse global team and directly impact customer satisfaction and long-term retention.
Top Skills
What We Do
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Future Tech Enterprise, Inc. is an award-winning IT solutions provider with capabilities in nearly 180 countries. Recent Future Tech honors include being named Dell Technologies Federal Growth Partner of the Year 2020, NVIDIA Partner of the Year Professional Visualization (2019), and Partner of the Year APC by Schneider (2019).
Since its start in 1996, Future Tech has experienced exceptional growth and become an IT partner-of-choice for global leaders in the aerospace, defense, education, energy, government, healthcare, manufacturing, and retail sectors.
We help companies maximize their IT investments by delivering solutions for hybrid cloud, cyber security, hardware/software procurement, imaging, customized configuration, logistics, storage, infrastructure, data science.
Future Tech offers additional support services, including technology training and staff augmentation.
Our commitment to excellence is consistently recognized by industry associations and Original Equipment Manufacturers (OEM).
A short list of Future Tech’s industry certifications/awards includes:
- Dell Technologies Federal Growth Partner of Year 2020
- NVIDIA Partner of the Year Professional Visualization 2019
- 2019 Partner of the Year APC by Schneider Electric
- ISO 9001:2015 - Certified
- AS 9100 Rev D. Certified
- NIST Certified
- HIPAA Certified
- Member of Forbes Technology Council
- Dell Technologies Titanium Partner
- VMware Partner
- HPi Elite Partner
- Lenovo Global Platinum
- Apple Value Added Reseller Partner
- Nutanix Preferred Partner
- Winner HP’s Federal Partner in 3D Print Premier Program Award
- One of 8 companies nationwide certified as HP Education Specialist
Contact Future Tech to simplify your company's toughest IT challenges: www.ftei.com
Email - [email protected] | 631-472-5500
