Project Manager - Customer Onboarding

Think of this role like an air traffic controller for new customer launches. You are the single point of accountability from the moment a Sales Order is signed until the customer’s fleet diagnostic environment is live, their technicians are in the portal, and our team has handed off to steady state support within 30 days.

Every new managed services customer follows a structured onboarding journey: hardware ships pre-staged from Olathe, technician and location data flow in, email accounts and ticketing credentials are provisioned, devices are configured and validated, and the customer goes live. Your job is to orchestrate every handoff, make sure nothing falls through the cracks, and ensure the customer feels confident and informed at every step.

This is a high-visibility, high-ownership role reporting directly to senior leadership. As AE Solutions grows 30%+ annually, you will help build the scalable processes that make that growth possible., * Manage the full onboarding process for new managed services customers from Sales Order through the 30-Day Check-In, ensuring projects stay on schedule and go-live deadlines are met

• Serve as the primary point of contact during onboarding, providing proactive communication, milestone updates, and customer support throughout implementation
• Coordinate onboarding activities including workbook collection, account provisioning, device setup, shipment tracking, kickoff calls, and go-live validation
• Partner with Operations, IT, and Account Managers to resolve blockers, confirm readiness, and ensure a smooth customer onboarding experience
• Maintain accurate onboarding trackers, documentation, playbooks, and customer records while identifying opportunities to improve processes and scalability
• Track onboarding performance metrics including time-to-go-live, customer satisfaction, and onboarding completion accuracy

Do you have experience in Managing projects?, Required:

• 3+ years of project management, customer success, or implementation experience - MSP, SaaS, field services, or technology deployment preferred
• Proven ability to manage multiple concurrent projects without dropping balls
• Strong written and verbal communication - you can translate technical processes into plain English for non-technical customers
• Proficiency with project tracking tools (spreadsheets, CRMs, or PM platforms - you pick the best tool for the job)
• A bias for action: you don’t wait for things to be perfect before moving forward
• Comfort working in a fast-growing, process-building environment where not everything is documented yet

Preferred

• Experience supporting field service, fleet, or utility customers
• Familiarity with ticketing systems, MDM platforms, or device provisioning workflows
• Background in managed IT services, OEM software, or diagnostic technology
• Experience building onboarding playbooks, SOPs, or customer journey documentation from scratch

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Competitive base salary commensurate with experience
• Direct access to leadership - you will not be buried in a large corporate org chart
• A front-row seat to build the scalable systems of a fast-growing MSP
• Opportunity to grow into broader customer success, operations, or general management as the company scales
• Collaborative, non-bureaucracy environment where good ideas get implemented
• Olathe, KS headquarters with hybrid flexibility, * 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

AE Solutions (AE Tools Holdings, LLC) is a fast-growing technology solutions company serving

customers across automotive diagnostics, managed services, and rugged field technology. We support a rapidly expanding customer base that includes independent repair shops, dealership networks, fleet operations, utility sector, state DOTs and enterprise accounts nationwide. Our sales team plays a critical role in the customer experience, and we take pride in the quality and responsiveness of the help we provide.