Technical Onboarding Manager

TrueLoyal is a fast-growing SaaS product company headquartered in San Antonio, Texas, with offices in Kraków, Poland. TrueLoyal offers a leading loyalty rewards platform used by thousands of customers across 50+ countries, combining technology with deep data analytics and strategy consultation to unlock multiple dimensions of loyalty, including transactional, social, advocacy, engagement, behavioral, and emotional.

Essential:

• 3+ years in enterprise B2B SaaS implementations, technical onboarding, or project management.
• Strong project management skills with dated plans and communication of slippages.
• Hands-on technical troubleshooting with browser developer tools, JavaScript snippets, console and CORS errors, JSON payloads, API calls, and authentication flows.
• Experience integrating SaaS with eCommerce platforms such as Shopify, Magento, Netsuite, BigCommerce, and marketing platforms.
• Experience with customer data migrations including file formats and field mapping.
• Excellent written and spoken English able to handle executive-level communication.
• Stable work history with typically two or more years per role.

Strong plus:

• Experience with loyalty, rewards, referral or user-generated content programs.
• Experience with multi-brand, multi-storefront, or multi-currency deployments.
• Exposure to SSO and identity integrations such as SAML, OAuth, Okta.
• POS or ERP integration experience.
• Comfort using AI tooling in delivery and reporting.
• Experience presenting business cases to executive stakeholders.

Not suitable if:

• You prefer only coordinating without technical opinions.
• You want to write code all day.
• You require fully documented, stable environment to be effective.

The plan of record:

• Own 8 to 12 concurrent onboarding projects through a milestone model.
• Build and maintain real dated plans for every account in monday.com.
• Identify critical paths and causes of launch delays.
• Enforce launch-readiness using the Master Launch Checklist.
• Improve forecast accuracy over time.

Technical implementation and deployment:

• Guide clients in configuring the JavaScript integration, including init payloads and authentication modes like JWT and checksum.
• Diagnose issues using browser dev tools, console errors, CORS failures, and other debugging techniques.
• Configure and validate integrations across eCommerce and martech stacks including Shopify, Netsuite, Magento, BigCommerce, Clover, Klaviyo, Mailchimp, Emarsys, Ometria, Piano, Zapier.
• Validate purchase tracking and webhook flows.
• Manage member data migrations and environment configurations.
• Write reproducible engineering tickets for platform defects.

The customer relationship:

• Serve as the client's single point of accountability through launch.
• Run program design, including data analysis and recommendations.
• Manage scope and escalate capability gaps appropriately.
• Handle escalations and client-side accountability.
• Ensure smooth handoff to Customer Success Manager.

Reporting and communication:

• Produce weekly account status reports for internal and client audiences.
• Report on milestones, launch-date changes, readiness scores, and blockers.
• Maintain accuracy in systems of record like monday.com and Salesforce.
• Flag risks early in writing.

Process and scale:

• Improve onboarding playbooks and automate repetitive tasks using AI tooling and monday.com automations.
• Communicate integration patterns back to the Product team.