Product & Onboarding Lead. Job in Exeter Education & Training Jobs

JMC Aviation; Exeter; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading competence management software provider is seeking a Product & Onboarding Lead to enhance customer experiences. In this role, you'll manage customer onboarding, become an expert in the platform, facilitate training sessions, and ensure positive customer journeys. Candidates should have a background in software onboarding or customer success, excellent communication skills, and a passion for delivering great customer experiences. This position will offer an engaging work environment in Exeter or remote flexibility.

Qualifications

• Experience in software onboarding, product implementation, or customer success.
• Ability to quickly learn complex software systems.
• Proactive in managing multiple projects.

Responsibilities

• Lead end-to-end onboarding for new customers.
• Become a subject matter expert in the ELMS platform.
• Build strong relationships with customers.

Skills

Experience in software onboarding

Strong technical aptitude

Excellent communication skills

Highly organized

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 will 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

How to Apply

Submit your up-to-date CV, along with copies of right to work documents to samuel.fawkes@.

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).