Customer Onboarding Manager

GEM Partnership; Remote; GBP 30,000 - 40,000; Full time

Job summary

A growing SaaS organisation is seeking a Customer Onboarding Manager to oversee the onboarding process of new clients. The ideal candidate will map customer journeys, conduct workshops to understand client needs, and translate these into effective digital solutions using a code-free system. This role offers opportunities for career development and remote working flexibility while requiring occasional visits to client sites across the UK.

Benefits

Career development opportunities

Remote work flexibility

Occasional site visits to Yorkshire HQ

Qualifications

• Experience in an Onboarding, Business Analyst, Project Manager or similar technical role.
• Exposure to a SaaS or technology-related background is advantageous.
• Excellent stakeholder engagement skills, comfortable communicating across different business levels.

Responsibilities

• Map out the customer’s onboarding journey.
• Conduct workshops to understand customer processes.
• Translate processes into a code-free digital solution.
• Manage feedback and updates on solutions.
• Work with stakeholders to refine and deliver solutions.
• Assist in customer transition into support.

Skills

Previous onboarding experience

Business analysis

Project management

Excellent communication skills

Job description

Customer Onboarding Manager

Salary : £30,000 - £40,000 DOE

Location : Remote (Yorkshire HQ)

My client is a rapidly growing SaaS organisation offering a market leading solution designed to digitise and manage complex processes and provide real time insights.

Underpinned by significant investment, there is a clear roadmap for aggressive growth as they continue to scale at pace.

The Customer Onboarding Manager will focus on the front end of the project implementation journey, supporting the Sales team with scoping and proof of concept builds, leading the solution build and project delivery phase, and supporting the training and deployment of each solution.

The Role

• Take responsibility for the mapping out of the customer’s onboarding journey
• Conducting workshops to analyse the customer’s business and understand their processes, ‘digging deep’ via questioning to uncover all details
• Translate these processes, configuring them via their code‑free SaaS control panel into a digital solution
• Play back solutions and managing iterative feedback and updates
• Working with client stakeholders to refine the build and deliver the completed solution
• Once the solution has been agreed and adopted, the customer will transition into the Support team for setup, system training and ingoing user support

The Candidate

• Previous experience in an Onboarding, Business Analyst, Project Manager or similar technical role
• Open on background, however SaaS or technology‑related exposure would be of particular interest
• Technically curious, but given their software solution is non‑code, a technical expert is not necessary
• Experience of a smaller business environment and an appreciation of ‘wearing many hats’
• Comfortable working remotely and working autonomously within a team environment
• Excellent communication skills and comfortable engaging with client stakeholders at all levels of business
• Ideally able to drive, but not essential, however willing to visit client sites across the UK typically 2‑4 times per month

This is a fantastic opportunity to join an ambitious organisation at an exciting time on their journey with genuine opportunities for career development and progression, with future career growth offering the ability to work remotely with visits to their Yorkshire HQ and client sites as required.

GEM Partnership is acting as an employment agency on this vacancy