Senior Onboarding Strategist

Director of Customer Onboarding

Location: Hybrid role

Salary: up to £75k

Role Overview

As the Director of Customer Onboarding, you will be responsible for ensuring the successful delivery of our solutions to both new and existing clients. Your proactive approach will help identify and address any challenges, guaranteeing positive outcomes for every onboarding experience. You will manage a variety of customer onboarding projects, each with its own unique requirements, while consistently seeking opportunities for enhancement and value addition. Building strong relationships with clients and applying rigorous project management principles will be key to your success. You will become well-versed in our platform, collaborating effectively to meet customer needs and expectations. Your ability to communicate transparently across teams will be essential as you contribute to the growth of our organization.

Key Responsibilities:

• Overseeing the onboarding process for customers, ensuring a smooth transition from sales to effective platform utilization.
• Serving as the main point of contact for clients, managing all communications and resolving inquiries throughout the onboarding phase.
• Creating detailed onboarding strategies that align with customer success and retention objectives.
• Managing integration setups, identifying and addressing any feature discrepancies or challenges.
• Tracking and reporting on onboarding progress, coordinating with internal teams and providing regular updates to relevant stakeholders.
• Facilitating early user activation and efficiently handling user inquiries and issues.
• Continuously refining onboarding processes to improve efficiency and enhance customer satisfaction.

Required Experience:

• Experience in project management for the implementation of SaaS solutions with large-scale, complex enterprise clients.
• Leading customer relationships and managing the complete onboarding journey.
• Successfully executing multiple projects concurrently in a dynamic environment.
• Designing and implementing technology, process, and business transformation solutions.
• Familiarity with business and process change management methodologies.
• Conducting sessions to assess current and future operational states.
• Experience in HR technology or a proven ability to quickly adapt to new products and sectors.
• Exceptional communication and influencing abilities, both written and verbal.
• High proficiency in digital tools including analytics, spreadsheets, and presentation software.
• Strong organizational capabilities with a focus on efficiency and continuous improvement.

To thrive in this role, you will need to be "Start-up ready". A proactive mindset, a positive attitude towards change, and a commitment to continuous improvement are essential. You should be adaptable, willing to exceed expectations, and comfortable working in a fast-paced, ambiguous environment.