Enterprise Onboarding Specialist

Job description

About Flipdish At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by offering them powerful, simple-to-use tech solutions backed by real human support. Everything we do is designed to make running a restaurant satisfyingly simple in a world that’s anything but. About the role You’ll join Flipdish’s Onboarding team in Karachi, helping some of our most important and complex customers get live successfully on Flipdish. This role is focused on enterprise and high-value customer onboarding: structured rollouts, multiple moving parts, clear milestone management, and strong coordination across Commercial, Product, Engineering, Support, and Customer Success. Success in this role looks like critical accounts being onboarded smoothly, customers knowing exactly what needs to happen and when, and internal teams having the clarity they need to unblock dependencies quickly. You’ll be trusted to manage a busy portfolio of customer onboarding, take ownership when something is stuck, and keep momentum from signed contract through to successful launch. What you’ll own Own the end-to-end onboarding process for enterprise and high-value customers, from handover through to successful go-live. Manage a concurrent portfolio of onboardings, keeping milestones, dependencies, risks, and follow-ups clearly tracked. Act as the main day-to-day point of contact for customers during onboarding, setting expectations and keeping communication clear under pressure. Coordinate with Commercial, Product, Engineering, Support, and Customer Success to unblock issues and keep customer rollouts moving. Translate technical or operational requirements into clear customer-facing updates, and translate customer needs back into actionable internal context. Identify risks early, escalate appropriately, and drive recovery plans when onboarding timelines or customer outcomes are at risk. Build and follow structured onboarding processes, playbooks, and tracking systems that improve consistency across complex accounts. What success looks like High-value customers are onboarded with clearer milestones, fewer avoidable delays, and stronger ownership from start to finish. Internal teams have better visibility of onboarding blockers, dependencies, and next actions. Customers feel informed, supported, and confident throughout the rollout process. Escalations are handled calmly and constructively, with clear recovery plans and follow-through. Flipdish builds stronger enterprise onboarding capability in the Karachi hub, reducing dependency on senior team members outside the local team. About you You’ll thrive in this role if you: Have a background in onboarding, customer success, or customer support. Understand how to run a structured, milestone-driven process with a defined endpoint, manage an ongoing customer relationship, or handle high-volume customer situations calmly. Have experience managing a large, concurrent portfolio — ideally 5+ accounts at once — in SaaS, hospitality tech, restaurant tech, retail tech, or another fast-moving operational environment. Have a genuine ownership mindset: you own the outcome even when the root cause sits with another team. Are a strong internal operator, comfortable working with Commercial, Product, and Engineering teams. Can translate between technical or commercial language and clear client-facing communication. Are organised by system, not by memory — you can explain exactly how you track multiple onboardings, dependencies, and follow-ups. Communicate clearly under pressure, whether handling a client escalation or chasing an internal team for a blocked dependency. Are ambitious and want to take on harder accounts and more scope over time, not just steady-state task completion. The following would help you stand out: Enterprise or multi-location account experience. A SaaS, hospitality tech, restaurant tech, or retail tech background. Experience managing complex rollouts where multiple teams, locations, or technical dependencies