Premier Onboarding Manager

Summary:

The Premier Onboarding Manager at Granite is responsible for leading the end-to-end onboarding process for Granite’s Premier (platinum-tier) clients. This role ensures a smooth and seamless transition from sales to service activation by coordinating all aspects of implementation with internal departments and serving as the primary point of contact for new enterprise customers. Granite is looking for a highly organized, customer-focused professional who can manage complex onboarding workflows while delivering an exceptional client experience.

Responsibilities:

• Serve as the primary onboarding contact for newly signed Premier accounts, ensuring a white-glove experience throughout the setup process.
• Develop and manage detailed onboarding plans tailored to each client’s needs, including timelines, deliverables, and dependencies.
• Coordinate internally with sales, provisioning, engineering, billing, and account management teams to align resources and ensure execution.
• Schedule and lead client kickoff calls, manage expectations, and communicate regular status updates.
• Track onboarding milestones and proactively address any roadblocks or escalations.
• Ensure all account setups are fully compliant with Granite’s service standards and client-specific technical or operational requirements.
• Deliver documentation and training to clients as part of handoff to long-term account managers.
• Partner with Premier Account Managers to ensure a smooth transition into ongoing support.
• Document onboarding processes, gather feedback, and recommend improvements to enhance the client experience.

Required Qualifications:

• Bachelor’s degree or honorable discharged veteran status.
• Excellent customer service, organizational, and multitasking skills.
• Strong attention to detail and ability to manage multiple high-profile accounts simultaneously.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint).
• Strong written and verbal communication skills, including the ability to present to executive-level clients.

Preferred Qualifications:

• Experience onboarding or implementing services for enterprise or Fortune 500 clients.
• Familiarity with telecom products and provisioning workflows (e.g., SIP, POTS, VoIP, MPLS).
• Previous experience in customer success, project coordination, or technical account management.
• Ability to work cross-functionally and influence without direct authority.

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.

Our offices have onsite fully equipped state of the art gyms for employees at zero cost.

Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.

Granite was recently named One of Forbes Best Employers for Diversity.

Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE/M/F/Vets/Disabled