Product & Onboarding Lead

Job Title: Product & Onboarding LeadCompany: ELMS AviationLocation: Exeter/RemoteEmployment Type: PermanentSalary/Rate: Annual SalaryAbout ELMS AviationELMS Aviation is a leading provider of competence management software for the aviation industry. Our cloud-based platform helps organisations maintain regulatory compliance, manage personnel competence, and simplify authorisation processes. We're on a mission to make aviation compliance smarter, faster, and more efficient — and we're growing our team to make that happen.About the RoleAs Product & Onboarding Lead, you will play a pivotal role in shaping how our customers experience ELMS from day one. You'll become a true product specialist, working closely with new customers to guide them through the onboarding process, helping them configure the platform to meet their operational and regulatory needs, and ensuring they achieve measurable value quickly.This role sits within the Product Department, reporting directly to the Head of Product, and will bridge the gap between product development, implementation, and customer success.You'll be the face of ELMS for many of our customers — delivering a first-class onboarding experience, providing expert product support, and feeding valuable customer insights back into the product roadmap.Key ResponsibilitiesCustomer Onboarding & ImplementationLead end-to-end onboarding for new customers, ensuring a smooth and engaging introduction to ELMSConfigure customer environments, assist with data imports, and tailor settings to specific regulatory or organisational needsDeliver training sessions and walkthroughs for users and administratorsProduct ExpertiseBecome a subject matter expert in the ELMS platform and its modules (Authorisations, Training Manager, Competence, etc.)Provide proactive support and troubleshooting for customers post-implementationMaintain a deep understanding of product features, updates, and best practicesCustomer Experience & AdvocacyEnsure every customer has a positive first impression and a seamless onboarding journeyBuild strong relationships with customers, acting as a trusted advisorGather customer feedback to inform continuous product improvement and feature prioritisationCollaborationWork cross-functionally with Product, Development, and Customer Success teams to align onboarding, training, and product enhancement effortsSupport product testing, release documentation, and internal enablementCandidate RequirementsEssential:Experience in software onboarding, product implementation, or customer success (ideally SaaS)Strong technical aptitude with the ability to quickly learn complex software systemsExcellent communication and presentation skillsHighly organised, detail-oriented, and proactive in managing multiple projectsA passion for creating great customer experiencesDesirable:Experience within aviation, compliance, or training management systemsFamiliarity with regulatory or competence frameworksPrevious experience working in a fast-growing SaaS environmentWhy Work with JMC Aviation?At JMC Aviation, we specialise in aviation recruitment across engineering services and training to airlines, MROs and OEMs, leasing and asset management companies, and component overhaul organisations. With deep industry knowledge and a global network, we match the right talent to the right roles — contract or permanent.Industry-leading compliance supportFast onboarding and documentation assistanceDedicated recruitment consultantPlacements across the globeExtensive experience and knowledge of the aviation sectorHow to ApplySubmit your up-to-date CV, along with copies of right to work documents to samuel.fawkes@jmc-aviation.com.Compliance & Equal OpportunitiesJMC Aviation is committed to equal opportunity and diversity in the workplace. All applicants will be considered based on merit, qualification, and business need, regardless of age, gender, nationality, or background. We operate in full compliance with global aviation recruitment regulations.GDPRIn applying for the above position and sharing your personal data with JMC Aviation Limited, you acknowledge that your personal data will be processed in accordance with our Privacy Policy (found on our website).