Customer Onboarding Consultant

Job description

At Voxie, we believe conversation is the future. We've created the only SMS platform purpose-built for franchises, helping national brands drive local results across 15,000+ locations. Our AI-enhanced texting solution transforms how multi-unit businesses engage customers, drive sales, and stay compliant all with a few clicks. ## About The Role As a Customer Onboarding Consultant, you will serve as the implementation partner for Voxie's growing franchise and multi-location brands. You'll own the implementation lifecycle end to end, pairing hands-on technical skill with the polish and clarity it takes to keep multiple stakeholders aligned and moving. This role is a fit for someone organized, articulate, and dependable. Someone who creates structure and accountability while building the kind of trust that turns clients into advocates. You'll be comfortable presenting to marketing and operations leaders, coordinating with franchisees, and running several implementations at once without letting any of them slip. ## What You Will Do - Lead mid-market franchise implementations from kickoff to go-live, managing multi-location rollouts, stakeholder dynamics, and clear project plans with defined deliverables and owners - Manage a portfolio of concurrent implementations, prioritizing across accounts and keeping timelines honest and visible - Build trust with marketing and operations leaders, franchisees/owners, and their staff through professional presence and consistent follow-through - Document customer workflows and technical requirements in ways that educate users and scale across a franchise system - Coordinate across Engineering, Product, Sales, and Customer Success to manage franchise-specific integrations, POS systems, and third-party vendor requirements - Contribute to and improve the onboarding playbook, templates, and enablement materials the broader team uses ### SMS Strategy Development & Execution - Translate customer goals and sales agreements into actionable SMS strategies aligned to brand guidelines while maintaining compliance - Design SMS customer journeys, including message cadences, campaign copy, audience segmentation, and automation workflows for franchise use cases (acquisition, retention, promotions, loyalty, reminders) - Balance franchisor requirements with franchisee execution, creating strategies that hold brand consistency while enabling local customization - Define success metrics and optimization plans, establishing KPIs tied to business goals (revenue, engagement, visits, repeat purchases) and providing data-driven recommendations - Build compliance requirements (TCPA, CTIA) into SMS strategies and educate clients on consent management, opt-outs, and messaging best practices ## What You Will Need ### Required Experience - **Full professional fluency in English, written and spoken.** This role is client-facing every day, leading live meetings and writing directly to customers, so near-native command of English is essential rather than nice to have - 2+ years in a consultative onboarding, implementation, or account management role supporting multi-location or franchise organizations - 1+ year working with marketing technology or digital communication tools in a customer-facing capacity - Experience managing relationships with director and manager-level stakeholders, and comfort presenting to VP-level audiences - Track record of running multiple implementations at once and keeping them on schedule ### Core Competencies - **Professional Presence:** You show up polished and prepared in every interaction, from emails to presentations to live meetings - **Accountability & Follow-Through:** You set clear expectations and hold stakeholders to them without straining the relationship - **Process-Oriented Mindset:** You create clarity from complexity through systematic documentation and project management - **Proactive Problem-Solving:** You ask clarifying questions before starting work, anticipate roadblocks, and raise issues before they escalate - **Adaptability:** You move between accounts at different stages and levels of sophistication without losing momentum ### Technical & Professional Skills - Solid project management skills with the ability to run several concurrent implementations - Technical aptitude for API integrations, POS systems, compliance requirements, and multi-location data flows - Strong written and verbal communication. You write clear, professional emails and lead confident client meetings - Bonus: Experience at an early-stage or high-growth SaaS company ## Engagement Details - This is a contract engagement, not a full-time employee position - Fully remote, with ideal candidates based in Central or South America - Requires meaningful daily overlap with U.S. business hours to support client calls and internal collaboration - Reliable high-speed internet and a quiet, professional environment for video meetings ## What Success Looks Like - Clients view you as a trusted partner and expand into additional locations or use cases - Implementations complete on time with minimal escalations because you managed ahead of the problems - Internal teams trust your judgment, and the documentation you create gets reused by others - You graduate accounts to Customer Success with clean handoffs and clear context