Oversee the team and processes responsible for guiding clients through onboarding, deployment, documentation, and transition into steady-state delivery.
Ensure clients receive a seamless, high-quality experience while internal teams are set up for long-term success.
Lead a team of Client Lifecycle Specialists/Engineers who deploy tooling, build documentation, configure systems, and partner closely with Engineering, Professional Services, Security (CoreArmor), Client Success, and Account Management.
Focus on execution excellence, workflow consistency, and continuous improvement across lifecycle operations.
Build, refine, and standardize lifecycle processes, SLAs, templates, and communication workflows to improve predictability and efficiency.
Monitor onboarding progress, risks, cycle times, and readiness metrics; drive early escalation and corrective action as needed.
Improve cross-functional visibility by maintaining dashboards, reporting, and metrics tied to onboarding throughput, documentation quality, and operational health.
Identify friction points or delays in onboarding and implement process enhancements in collaboration with leadership.
Drive continuous improvement initiatives that enhance client experience, reduce onboarding defects, and increase operational scalability.

Requirements

5–7 years of experience in client onboarding, service delivery, project coordination, or lifecycle operations within an MSP, MSSP, SaaS, or IT services environment.
2+ years of people leadership experience (team lead or manager) with responsibility for coaching, development, and performance oversight.
Strong understanding of IT infrastructure, networking, monitoring, and/or security tooling deployments.
Hands-on experience using systems such as ServiceNow (ITSM/CMDB), Liongard, LogicMonitor, or similar operational platforms.
Demonstrated ability to build or mature operational processes, workflows, and delivery frameworks.
Excellent communication skills with the ability to explain technical information clearly to both internal teams and clients.
Highly organized with strong documentation discipline and a focus on process consistency and quality.
Proven ability to drive cross-functional alignment and lead teams through ambiguity and complex onboarding scenarios.

Benefits

Health, Dental, & Vision
Flexible Spending Account (FSA)
401k
Health Reimbursement Account (HRA)
Health Savings Account (HSA)
Life Insurance
Disability Insurance
Paid Parental Leave
Holiday Pay
Flexible Vacation & Sick Days
Fourteen holidays, including a day off on your birthday
Spot bonuses for demonstrated excellence
Community and social events
Learning and development
$100 well-being allowance
Other health & wellness perks

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

client onboardingservice deliveryproject coordinationlifecycle operationsIT infrastructurenetworkingmonitoringsecurity tooling deploymentsoperational processesdelivery frameworks

Soft Skills

people leadershipcoachingdevelopmentperformance oversightcommunicationorganizationdocumentation disciplineprocess consistencycross-functional alignmentproblem-solving