Project Manager - Client Onboarding

RMG Digital

Greater London

On-site

GBP 55,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Private health

Pension

26 days holiday

Job summary

Expian, a London‑based SaaS provider, is seeking a Project Manager to own end‑to‑end client onboarding. You will lead discovery, design, planning, configuration, migration, validation and go‑live for enterprise clients, coordinating Expian product, engineering, and client teams to deliver on time and within scope.

The role requires strong delivery instincts, experience migrating mission‑critical platforms, and excellent stakeholder management.

Qualifications

5+ years of project management delivering software implementations for enterprise organisations.
Experience coordinating across product, engineering, and client teams.
Strong communication skills with C‑level stakeholders.
Technical fluency with API-first integrations and data migration.
Excellent organisational skills with strict change control and governance.

Responsibilities

End‑to‑end onboarding delivery from discovery to go‑live for enterprise clients.
Own plans with milestones, dependencies, budgets, and critical paths.
Coordinate product, engineering, support and commercial teams at the right moments.
Plan data migration, cutover, and go‑live with client leadership.
Maintain governance via steering meetings, RAID logs, and status reporting.
Handover to support and customer success with documented learnings.

Skills

Project management

Software implementations

Stakeholder management

Communication skills

API & integrations

Job description

Project Manager — Client Onboarding

Enterprise implementations · Mission‑critical ticketing platform migrations

London (hybrid, with client site travel) · Reports to Customer Success Director · Series A SaaS · Full-time

About Expian

Expian is a SaaS ticketing platform built for the most demanding visitor‑economy operators — large heritage

and cultural attractions, ferry operators, and large‑scale ticketed events. From timed‑entry heritage sites to

the multi‑vessel, multi‑route operations of carriers like P&O Ferries, through to seasonal events at the scale of

Lapland UK, we handle ticketing complexity others can’t. Every client runs on a single, unified codebase with a

clear product definition — and our pipeline of large, ambitious organisations is growing across heritage,

ferries, events, and new verticals.

For our clients, ticketing is not a peripheral system. It is a mission‑critical part of their digital infrastructure —

the point where revenue, operations, and customer experience meet. When a large organisation chooses

Expian, it is usually replacing an incumbent platform as part of a wider digital transformation. These projects

combine the Expian core product with enhancements, customisations, and integrations into the client’s

existing or revamped digital estate. We are hiring a Project Manager to own these onboarding projects from

start to finish.

The opportunity

You will be the person a major client trusts to take them from signed contract to live operations. That means

running a complex, high‑stakes replacement programme: a platform their business cannot function without,

deadlines anchored to real‑world events (a season opening, a sailing schedule, a ticket on‑sale date), and

stakeholders ranging from operations teams at the gate to CIOs running a broader transformation.

These are not cookie‑cutter rollouts. A typical project requires engagement through the sales cycle and the

delivery spans discovery, design, build, configuration of the Expian core, enhancements to it, customisations

for the client’s operating model, and integrations with the systems around it — payments, CRM, access

control, finance, e‑commerce, and whatever else lives in the client’s digital infrastructure. You will not deliver

any of this alone: your job is to orchestrate and govern — pulling in Expian’s product, engineering, support,

and commercial expertise at the right moments, and holding the whole project to scope, schedule, and

budget.

What you’ll own

End‑to‑end project delivery

From contract to go‑live: own the full onboarding lifecycle — discovery, solution design, planning, configuration, integration, migration, testing, training, cutover, and hyper‑care — for one or more enterprise clients at a time.

On‑time, on‑budget: build and maintain realistic plans with clear milestones, dependencies, and critical paths anchored to the client’s immovable dates. Track budget and margin, and flag deviations early — not after the fact.

Scope and change control: keep a firm, documented line between core product, agreed enhancements, customisations, and integrations. Run disciplined change control so scope evolves deliberately, not by drift.

Cutover and go‑live: plan and execute the switch from the incumbent platform — data migration, parallel running where needed, rollback plans, and a go‑live the client’s leadership can sleep before.

Client leadership

Single point of accountability: be the client’s trusted day‑to‑day lead — the person who always knows the plan, the risks, and the next decision needed.

Stakeholder management: operate comfortably from the ticket office to the C‑suite. These projects sit inside wider digital transformation programmes, so you will coordinate with client‑side programme managers, IT leads, and third‑party vendors.

Communication: run project governance the client respects — steering meetings, status reporting, RAID logs, and honest escalation. No surprises, in either direction.

Change readiness: make sure the client’s people are ready, not just their systems — training, process change, and operational rehearsal before the first real visitor, passenger, or ticket buyer arrives.

Technical orchestration

Speak the language: you are not the engineer, but you understand API‑first architectures well enough to lead integration discussions credibly — REST APIs, webhooks, authentication, data flows, and environment management.

Integration delivery: coordinate integrations between Expian and the client’s digital estate — payment providers, CRM, access control, finance systems, e‑commerce fronts — across Expian engineers, client IT teams, and third parties.

Requirements to solution: translate client requirements into clear, testable specifications with Expian’s product and engineering teams; know what is configuration, what is enhancement, and what is customisation — and what each costs.

Data migration: own the plan for migrating bookings, products, customers, and history from the incumbent platform, with validation the client signs off on.

Working the Expian system

Call in the right expertise: know when to pull in product, engineering, support, security, or commercial colleagues — and brief them well enough that their time counts.

Playbook building: contribute to and continuously improve Expian’s repeatable implementation playbook, so every onboarding is faster and more predictable than the last.

Handover to steady state

Land each client cleanly into support and customer success, with documentation, known‑issues lists, and a relationship that starts healthy.

New ways of working

Expian is becoming an AI‑native company — we use AI to deliver more value, quicker. You’ll be expected to embrace AI‑assisted ways of working in how you plan, document, and communicate.

What success looks like (first 12 months)

Your first enterprise onboarding delivered on time, on budget, and at the agreed scope — with a client who would act as a reference.
Go‑lives that hold: no missed sailings, lost peak weekends, or failed on‑sales attributable to the implementation.
Integrations delivered predictably, with clear specifications, tested interfaces, and no lingering ambiguity about who owns what.
A measurably stronger implementation playbook — templates, checklists, and lessons learned that make the next project faster.
Expian experts brought in at the right moments and used well — colleagues should see your projects as well‑run, not chaotic.
Clean handovers into support and customer success, with clients set up to grow, not just to go live.

Who you are

We expect strong delivery instincts formed on similar projects, enough technical depth to be credible in an integration conversation, and the communication skills to hold a complex programme together. You probably tick most, but not all, of the boxes below.

Must-haves

5+ years of project management experience delivering software implementations for large SME and enterprise organisations— ideally replacing or migrating a business‑critical platform, not greenfield rollouts alone.
Experience delivering projects that sit inside wider digital transformation programmes, coordinating with client‑side programme teams and third‑party vendors.
Technical fluency: comfortable with API‑first architectures, integration patterns (REST, webhooks, batch), environments, and data migration — able to challenge and be challenged in a technical discussion without running the code yourself.
Track record of on‑time, on‑budget delivery with disciplined scope and change control on projects combining product configuration, customisation, and multi‑system integration.
Excellent communication skills, written and verbal — able to run governance with C‑level stakeholders and detailed working sessions with engineers, and to keep both honestly informed.
Outstanding organisational skills: plans, dependencies, risks, actions, and decisions are always current, visible, and owned.
An orchestrator’s mindset: you deliver through others, know when to call in specialist expertise, and make the people you pull in more effective, not busier.
Calm under pressure: go‑lives anchored to real‑world dates don’t move — you plan for that and hold your nerve when it matters.

Nice-to-haves

Experience in ticketing, or in adjacent domains: visitor attractions, heritage/cultural sector, transport/ferry/transit, live events, or hospitality tech.
Experience on either side of a ticketing platform replacement — vendor or client.
A formal delivery qualification (PRINCE2, PMP, Agile/Scrum) — useful, though we care more about what you’ve shipped.
Experience with payment providers, access control systems, or CRM integrations in a transactional environment.
First‑hand experience of AI‑assisted ways of working.

How we work

We’re a London‑based team, hybrid by default — typically a few days a week in the office and the rest wherever you do your best work. This role travels: we are close to our customers, often on‑site at attractions, ports, and event venues, especially around discovery and go‑live. We move fast, and we are openly betting that people using AI will out‑deliver people who don’t — we want colleagues keen to embrace that.

Compensation