Product & Onboarding Lead

JMC Aviation; Exeter; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

An aviation recruitment specialist is seeking a Product & Onboarding Lead to enhance customer experiences from onboarding through implementation. The role involves leading onboarding processes, tailoring software to customer needs, and ensuring ongoing support. Ideal candidates have experience in software onboarding and strong technical skills, combined with a passion for exceptional customer service. A collaborative approach is essential to work cross-functionally within teams and ensure customer success.

Qualifications

• Experience in software onboarding, product implementation, or customer success (ideally SaaS).
• Strong technical aptitude with the ability to quickly learn complex software systems.
• Excellent communication and presentation skills.

Responsibilities

• Lead end-to-end onboarding for new customers.
• Assist with data imports and tailor customer settings.
• Deliver training sessions for users and administrators.

Skills

Software onboarding experience

Strong technical aptitude

Excellent communication skills

Organizational skills

Customer experience focus

Job description

Job Title : Product & Onboarding Lead

Company : ELMS Aviation

Location : Exeter / Remote

Employment Type : Permanent

Salary / Rate : Annual Salary

About ELMS Aviation

ELMS 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 Role

As 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 Responsibilities

Customer Onboarding & Implementation

• Lead end-to-end onboarding for new customers, ensuring a smooth and engaging introduction to ELMS
• Configure customer environments, assist with data imports, and tailor settings to specific regulatory or organisational needs
• Deliver training sessions and walkthroughs for users and administrators

Product Expertise

• Become a subject matter expert in the ELMS platform and its modules (Authorisations, Training Manager, Competence, etc.)
• Provide proactive support and troubleshooting for customers post-implementation
• Maintain a deep understanding of product features, updates, and best practices

Customer Experience & Advocacy

• Ensure every customer has a positive first impression and a seamless onboarding journey
• Build strong relationships with customers, acting as a trusted advisor
• Gather customer feedback to inform continuous product improvement and feature prioritisation

Collaboration

• Work cross-functionally with Product, Development, and Customer Success teams to align onboarding, training, and product enhancement efforts
• Support product testing, release documentation, and internal enablement

Candidate Requirements

Essential :

• Experience in software onboarding, product implementation, or customer success (ideally SaaS)
• Strong technical aptitude with the ability to quickly learn complex software systems
• Excellent communication and presentation skills
• Highly organised, detail-oriented, and proactive in managing multiple projects
• A passion for creating great customer experiences

Desirable :

• Experience within aviation, compliance, or training management systems
• Familiarity with regulatory or competence frameworks
• Previous experience working in a fast-growing SaaS environment

Why 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 support
• Fast onboarding and documentation assistance
• Dedicated recruitment consultant
• Placements across the globe
• Extensive experience and knowledge of the aviation sector

How to Apply

Submit your up-to-date CV, along with copies of right to work documents to [e-mail].

Compliance & Equal Opportunities

JMC 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.

GDPR

In 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).