Senior Manager Customer Onboarding

About the Role

Located at our headquarters in Mooresville, North Carolina, the Senior Manager Customer Onboarding role is pivotal in managing the entire onboarding journey and contractual lifecycle for National Accounts clients. This position collaborates closely with Sales and Operations teams to uniformly execute onboarding processes including deal and RFP onboarding, customer setup, program rollout, and continued agreement management. The goal is to deliver a structured onboarding experience that speeds adoption, minimizes obstacles, enhances early customer engagement, and fosters sustained success and growth.

Key Responsibilities

• Direct the full onboarding process for National Accounts customers, ensuring a smooth and effective transition into Lowe’s professional programs and services.
• Collaborate cross-functionally with Sales, Marketing, Credit, Account Services, ePro, and operations to unify efforts, eliminate bottlenecks, and guarantee successful onboarding and contract management.
• Manage contract lifecycles encompassing deal creation, contracting, customer onboarding, and ongoing execution phases.
• Supervise onboarding projects and implementations, ensuring punctual execution, timeline compliance, and coordinated engagement among stakeholders.
• Extend support beyond onboarding by managing renewals, contract amendments, operational changes, and continual execution requirements.
• Build and maintain strong working relationships with customers and Sales teams to boost product adoption, customer satisfaction, retention, and long-term outcomes.
• Analyze customer metrics, onboarding patterns, and operational issues to find areas for process enhancements and better execution aligned with improved customer experience.
• Ensure thorough account setups, smooth customer transitions, and proper preparation of necessary documentation, references, escalation procedures, and smooth handoffs to support teams.
• Collect feedback from customers and stakeholders to assess performance and iteratively refine the onboarding and contract support framework to lower friction, accelerate realization of benefits, and support business expansion.

Qualifications

• A bachelor’s degree in Business, Sales, Operations, or a related area, or equivalent relevant experience.
• At least 5 years of experience in sales, account management, customer onboarding, customer success, contract operations, or comparable client-oriented support roles.

Preferred Experience

• Experience leading customer implementations, managing operational changes, or handling contract processes.
• Familiarity with eCommerce systems, third-party platforms, or intricate customer/account setup operations.

About Lowe’s

Lowe’s Companies, Inc. is a Fortune 100 home improvement enterprise with over $86 billion in fiscal 2025 sales. Operating nearly 1,750 stores and multiple branches and distribution centers, Lowe’s is committed to community development and providing support through various social programs. The company is an equal opportunity employer, encompassing a diverse and inclusive workforce.

Compensation

The annual pay range for this position is $101,100 to $168,900. The initial salary reflects factors such as the specific position, location, education, training, and experience. Benefits information is available through internal resources.