Customer Onboarding Project Manager

ROBERT WALTERS AUSTRALIA; Council of the City of Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

A leading recruitment agency in Sydney seeks an experienced Customer Onboarding Project Manager to lead onboarding initiatives for enterprise clients. You will drive implementation, ensure product adoption, and build strong relationships with clients. The role requires at least 10 years of experience, strong SaaS technical knowledge, and excellent stakeholder engagement skills. This is a hybrid position with opportunities for mentorship in a senior management cadre.

Qualifications

• 10+ years of experience in Customer Onboarding, Implementation, or Professional Services.
• Ability to explain technical concepts to non-technical audiences.
• Proven experience managing large-scale onboarding projects.

Responsibilities

• Manage end-to-end onboarding processes for high-value customers.
• Design tailored solutions based on customer needs.
• Develop onboarding methodologies and tools.

Skills

Customer Onboarding

Technical Expertise in SaaS

Stakeholder Engagement

Problem-Solving

Process Improvement

Mentorship

Communication

Job description

We are looking for an experienced Customer Onboarding Project Manager to lead onboarding initiatives for our clients' enterprise customers. You’ll be responsible for ensuring seamless implementation, driving product adoption, and delivering measurable outcomes that align with customer goals. You’ll act as a trusted advisor to senior executives, guiding them through complex rollouts while building strong relationships that position them as a long-term partner.

Key Responsibilities:

• Lead Enterprise Onboarding Projects: Manage end-to-end onboarding processes for high-value customers, ensuring successful implementation and immediate value realization.
• Consult & Design Solutions: Understand customer needs, design tailored solutions using the platform, and guide them through change management strategies.
• Innovate & Improve Processes: Develop and refine onboarding methodologies, tools, and workflows to enhance efficiency and scalability across projects.
• Manage Risks & Resolve Issues: Identify potential risks during onboarding phases, create mitigation plans, and address complex issues effectively.
• Mentor & Coach Team Members: Share expertise with junior team members and contribute to knowledge-sharing initiatives within the team.
• Track Performance & Provide Insights: Use data-driven metrics to monitor progress, identify trends, and deliver actionable insights to leadership on customer health and product adoption.

Key Requirements:

• Extensive Experience: 10+ years in Customer Onboarding, Implementation, Professional Services.
• Technical Expertise: Strong understanding of SaaS platforms (including APIs/integrations) with the ability to explain technical concepts clearly to non-technical audiences.
• Enterprise Leadership Skills: Proven experience managing large-scale onboarding projects for enterprise clients across multiple stakeholders and regions.
• Stakeholder Engagement: Ability to build strong relationships at all organizational levels while holding stakeholders accountable for deliverables.
• Problem-Solving Mindset: Analytical skills paired with proactive problem-solving abilities to overcome challenges effectively.
• Process Improvement Focus: A track record of identifying inefficiencies and implementing improvements in onboarding processes.
• Mentorship Experience: Demonstrated ability to coach junior team members and foster collaboration within teams.
• Organizational Excellence: Exceptional multitasking skills with attention to detail across concurrent projects.
• Communication Strengths: Outstanding presentation skills combined with active listening capabilities.

We encourage Aboriginal and Torres Strait Islander Peoples to apply. For a confidential discussion, please contact Sean Yates on [phone].

About the Job

Contract Type: Permanent

Specialism: Project Services & Transformation

Focus: Agile

Workplace Type: Hybrid

Experience Level: Senior Management

Location: Sydney CBD

Industry: IT

Salary: + Equity