Customer Onboarding Consultant

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