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Onboarding Manager

At Ecomflow, we work with some of the fastest-scaling e-commerce brands in the world, ensuring seamless fulfillment and logistics from China to global markets. Our clients move fast, and we match their pace. We are looking for an Onboarding Manager who thrives in high-growth environments, and takes full ownership of onboarding clients.

As an Onboarding Manager, you will be responsible for guiding new clients through the onboarding process, ensuring they quickly and effectively adopt our technology and tools. Speed is key—you must be highly responsive, always switched on, and ready to take initiative to help clients smoothly integrate into our system. Your primary focus will be educating clients on our dashboard, inventory management system, and order fulfillment process while proactively identifying and removing obstacles to ensure a seamless transition. Your goal is to get clients fully onboarded as efficiently and smoothly as possible so we can start fulfilling orders without delays.

What You'll Be Doing:

Client Onboarding & Training

• Conduct onboarding calls to introduce new clients to our platform and ensure they understand key processes.

• Suggest gaps in client communication and write guides on how to navigate the dashboard, track inventory, process orders, and generate reports. • Manage the team that helps clients in connecting their e-commerce platforms (Shopify mainly) to our system.

Onboarding Pipeline Management • Track client progress through the onboarding journey and take proactive, personalized steps to keep them moving forward (reminders, follow-ups, troubleshooting). • Identify and resolve bottlenecks preventing clients from completing setup (e.g., missing integrations, SKU syncing, inbounding). • Set clear expectations and provide ongoing support to keep clients on track without compromising the quality of their experience. • Take initiative—if a client is facing a challenge, step in immediately to provide assistance rather than waiting for them to reach out. • Work closely with the brand success manager, operations manager, and the warehouse team to ensure seamless activation. Client Support & Issue Resolution

• Be the first point of contact for clients during onboarding, addressing any technical or operational concerns with urgency. • Troubleshoot common setup issues on the fly and coordinate with internal teams (tech, operations, customer service) for quick resolutions. • Identify recurring challenges in the onboarding process and suggest improvements to enhance efficiency. • Maintain a fast response time—clients should feel like they have immediate access to an expert guiding them.

Documentation & Reporting • Maintain detailed records of client onboarding status, challenges, and resolutions.

• Provide weekly reports on onboarding progress, success rates, and areas for improvement. • Collaborate with the product team to provide client feedback on tech improvements that could enhance usability.

Key KPIs (Success Metrics) • Time to Onboard - Reduce the time it takes for a client to go from sign up to orde fulfillment • Tech Adaption Rate - Measure how well clients utilize our platform features (dashboard logins, stock inbound recordings, etc.) • Onboarding Completion Rate - Track how many clients fully complete the onboarding process within the set time frame.

Who We're Looking For:

• Experience in client onboarding, account management, or customer success, preferably in e-commerce, logistics, or SaaS.

• Strong problem-solving skills and the ability to navigate technical challenges on the fly.

• Highly responsive, fast-moving, and proactive—you don’t wait for problems, you anticipate and solve them.

• Excellent communication skills with a customer-first mindset and a sense of urgency.

• Highly organized and able to manage multiple client onboarding projects simultaneously.

• Familiarity with e-commerce platforms like Shopify and WooCommerce is a plus.

Why Join Us?

• Be a key player in shaping the onboarding experience for our fast-growing 3PL business.

• Work in a dynamic and collaborative environment with a high-impact role.

• Opportunities for growth as we expand our operations and improve our processes.

• Ownership over your role and processes from day one. This comes with a high level of responsibility from the start.