Job Details

Introduction: Are you committed to community safety? We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all. If you share this passion and commitment, let's talk about how you can join us in our mission and build your future with us!

Position Summary: The Head of New Customer Account Integration & Onboarding is responsible for overseeing the end-to-end onboarding process for Marmic's new customer accounts, ensuring a smooth transition from sales to active service delivery. This role leads cross-functional teams to gather critical account information, integrate service schedules, align operational resources, and deliver a professional and timely onboarding experience. The leader in this position ensures that all new accounts are properly set up for long-term success, regulatory compliance, and exceptional service performance. This role is ideal for a strategic operator who thrives on building scalable processes, collaborating across departments, and ensuring customers experience a best-in-class start to their partnership.

Core Responsibilities:

• Develop and own the company's new customer onboarding and integration strategy, ensuring consistent, efficient, and customer-focused implementation across all regions and service lines.
• Define success metrics and KPIs (e.g., time to activation, schedule readiness, first-service success rate, customer satisfaction) and lead continuous improvement initiatives.
• Partner with executive leadership to align onboarding strategy with growth objectives, operational capacity, and compliance standards.
• Standardize workflows, documentation, and communication across branches and business units to ensure consistency and scalability.

Cross-Functional Integration Management

• Lead the transition of new customer accounts from sales to operations, ensuring complete and accurate handoffs of contracts, scope, and service expectations.
• Collaborate with sales, operations, billing, scheduling, and compliance teams to ensure all account information is properly collected, verified, and entered into company systems.
• Oversee setup of service schedules, inspection plans, and dispatch readiness to guarantee accounts are fully operational by go-live dates.
• Manage issue resolution during onboarding, serving as the escalation point for complex or high-impact account transitions.

Customer Experience & Relationship Building

• Serve as the senior point of contact for new customers during onboarding, ensuring clear communication and proactive updates.
• Develop onboarding communication templates, welcome materials, and timelines to set customer expectations.
• Partner with customer experience and account management teams to ensure seamless handoffs to long-term account owners post-onboarding.
• Monitor customer satisfaction during onboarding, resolving escalations to ensure a positive service launch.

Team Leadership & Process Excellence

• Build and lead a dedicated onboarding team composed of integration coordinators, data specialists, and project leads.
• Set clear goals, performance standards, and professional development plans for team members.
• Identify opportunities to automate and streamline onboarding workflows using CRM, service management, and scheduling platforms.
• Foster a culture of accountability, responsiveness, and continuous improvement across the onboarding function.

Data Management & Compliance

• Ensure accurate capture of customer account information, inspection frequencies, system details, and regulatory requirements in company databases.
• Partner with compliance and coordination teams to validate inspection requirements and jurisdictional regulations for each account.
• Monitor and enhance data integrity and quality controls to prevent errors impacting service delivery or billing accuracy.

Minimum Qualifications:

• Bachelor's degree in Business, Operations, or related field.
• 10+ years of experience in customer onboarding, implementation, or operations leadership, ideally within service or compliance-based industries.
• Proven ability to design and lead scalable onboarding or integration programs across multi-location organizations.
• Strong cross-functional leadership experience collaborating with sales, field operations, finance, and compliance teams.
• Excellent organizational, communication, and change management skills.
• Proficiency in CRM, service management, and scheduling platforms (e.g., ServiceTrade, Salesforce, or equivalent).

Preferred Qualifications:

• MBA or advanced degree in Business, Operations, or Organizational Leadership.
• Experience in fire protection, building services, or other compliance-heavy industries.
• Familiarity with NFPA codes, AHJ requirements, and inspection scheduling.
• Demonstrated success leading cross-regional onboarding or implementation programs in a service organization.
• Expertise in data governance, automation tools, and technology-enabled workflow optimization.

Benefits & Perks:

• Paid Weekly.
• Tele-Health services if Healthcare coverage is elected.
• 401K plan with up to a 4% company match.
• Vision, Life, Dental, Accidental, Long-Term and Short-Term Disability.
• 20 days of accrued PTO and Paid Holidays.

Who We Are:

Marmic Fire & Safety Company (MFS) is the successful expansion of Joplin Fire Protection (JFP) which began in 1951 with Charles and Mary Lou Teeter. After decades of practicing customer-centric service JFP added territories in Oklahoma, Kansas, and Arkansas with a second generation of the Teeter Family at the helm. During their tenure, Mickey and Martha Teeter formed a second company called Marmic to cover those areas outside of Joplin, MO Metro. Today, the third generation is charging ahead with Marmic's growing prominence in the Midwest and, indeed, the nation. In its core services of fire extinguisher, sprinkler, fire alarm, industrial fire suppression, and kitchen system fire suppression, MFS competes with the top fire protection companies in the country. Few, if any, other companies are as holistic in terms of safety. By installing and servicing security and access control systems it demonstrates a well-rounded concern for the protection of life and property. Additionally, selling personal protection equipment such as hard hats, safety glasses, gloves, reflective vests, and more establishes MFS as a complete, one-stop shop for home and workplace safety equipment. This depth of services illustrates the importance the company places on customer safety no matter where they are or what they are doing.

EEO Statement: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Marmic Fire & Safety