Customer Onboarding Project Manager

Who We Are Bravo is redefining how specialty retailers—especially firearms dealers, pawn shops, and niche retail businesses—operate and grow. Our all-in-one SaaS platform combines point-of-sale, compliance, inventory management, eCommerce, and mobile solutions to streamline operations and drive success for small and mid-sized businesses. As an AI-first organization , we’re embedding cutting-edge AI tools across every part of our business to accelerate innovation, boost productivity, and deliver world-class customer experiences. We’re expanding into new markets and growing a team passionate about shaping the future of retail tech. Every team member is encouraged to actively explore and implement AI solutions in their role to improve performance, creativity, and impact. The Opportunity We’re looking for a Bilingual Customer Onboarding Project Manager to join our Customer onboarding team. In this role, you’ll lead the end-to-end onboarding and implementation of Bravo’s platform for small, medium, and enterprise customers—including our expanding base of Spanish-speaking clients. Your mission: to deliver seamless, efficient, and customer-first onboarding experiences that set the foundation for long-term success. This role requires fluency in both Spanish and English , with the ability to communicate clearly and effectively across written and verbal channels. You’ll partner closely with Sales, Support, Product, and Development teams to deliver a consistently outstanding customer journey. What You’ll Do Manage onboarding projects from kickoff to go-live, including scheduling, deliverables, and stakeholder updates Track and report on KPIs including -Time-to-Value (TTV), Onboarding Completion Rate, Customer Satisfaction During Onboarding (CSAT, First 90-Day Retention Rate, -Data Migration Success Rate -Training Effectiveness Score, Onboarding Project Through put, Escalation Rate Serve as the primary point of contact for new customers, including Spanish-speaking clients Communicate project scope, timelines, risks, and dependencies with clarity and consistency Collaborate with cross-functional teams to ensure successful project delivery Troubleshoot onboarding challenges and provide proactive, solutions-oriented support Build trust and confidence with new customers and guide them through change management Tailor onboarding experiences to each customer’s needs with empathy and efficiency Contribute to internal process improvements, documentation, and innovation within the onboarding function Who You Are A bilingual communicator fluent in both English and Spanish (spoken and written) An empathetic partner who understands customer needs and eases concerns Highly organized and able to manage multiple projects simultaneously Solution-focused , resourceful, and proactive in solving onboarding challenges Motivational and engaging , able to instill confidence in new users Always curious and coachable , eager to learn and grow A reliable team player who communicates with transparency and consistency What You Bring 1–3 years of experience in onboarding, project management, or customer success Excellent verbal and written communication skills in English and Spanish Strong time management and organizational abilities High emotional intelligence and a customer-first mindset Ability to work independently, meet deadlines, and thrive in a fast-paced environment Experience supporting diverse customer profiles and personalities Demonstrated interest or experience using AI tools to improve workflows and decisions Why You’ll Love Working at Bravo Be part of a fast-growing, AI-first company transforming retail technology Collaborate in an innovative and supportive environment that values learning and growth Play a key role in customer success and long-term adoption Join a culture that values impact, empathy, agility, and continuous improvement