Onboarding Manager
4 days ago
Reading
Onboarding Manager Location: Hybrid, some site visits Reports to: Head of Customer Success Direct reports: 1 (installer manager) The Role: Own end-to-end customer onboarding – from readiness, installation, commissioning, to hand-off to in-life team , ensuring customers are onboarded efficiently, predictably, and with high quality. This role combines project management + onboarding execution + onboarding-related technical issue ownership. Core responsibilities: End-to-end Onboarding ownership • Own the delivery of the as-sold scope from contract signature through successful Commissioning and hand-off to the in-life team, • Define and project manage onboarding timelines, milestones, and dependencies, • Ensure installations are completed correctly, sockets configured, and data flowing reliably before handover, with the support of a direct report (installer manager), • Ensure onboarding scope, expectations, and delivery are clear and delivered to agreed quality Project planning, tracking & governance • Develop and maintain project plans, including timelines, milestones, dependencies and critical paths., • Identify and manage risks, issues and actions, escalating when required., • Ensure all parties understand their responsibilities, deadlines and required inputs., • Provide clear, consistent project updates to internal and external stakeholders. Onboarding technical issue ownership • Own all technical issues that occur during onboarding, • Triage, prioritise, and resolve onboarding-related issues, • Work cross-functionally, and directly with engineering/support where required Handover to Customer Success • Ensure the post-deployment environment is stable and fully commissioned., • Provide in-life team with complete documentation, configuration details and site-level insights., • Transition customers smoothly into BAU support with no outstanding technical or operational issues. Process & scalability • Standardize onboarding workflows and templates, and further develop the existing “Onboarding Playbook”, • Work with relevant departments e.g. Sales, Tech on cross-functional process improvements that improve onboarding speed, quality, or costs, • Reduce variance and manual effort in onboarding, • Identify recurring onboarding blockers and drive fixes, • Continuously improve “time to value” (shipping/installation/commissioning/rulesets) Success metrics • Time to value, • Number of re-works and site visits, • Number of onboarding issues resolved without CSM / Tech involvement, • Onboarding predictability (on-time delivery), • Handoff quality to CSM Experience • Strong background in project delivery, implementation, or technical onboarding within SaaS, IoT, hardware, energy, or technology environments., • Proven track record managing multiple concurrent deployments with technical components., • Experience coordinating multi-disciplinary teams across engineering, field services, IT and customer stakeholders. Required skills & traits • Strong project management and prioritisation (planning, risk management, dependencies, governance), • Comfort owning technical issues end-to-end, including ability to run and interpret WiFi or network readiness surveys (training provided)., • Confidence managing conversations involving networks, connectivity, installation constraints or commissioning requirements e.g. VLANs, SSIDs, port requirements and whitelisting, • Excellent communication across all levels: from electricians to senior customer contacts., • Track-record influencing internal stakeholders to keep delivery on track, and improve systems, processes and team practices, • Highly organized, process-driven, strong documentation habits and attention to detail, • Strong drive to resolve blockers and keep projects on track, • Calm and structured approach under pressure and ambiguity What success looks like after 6 months • Onboarding timelines, quality and costs are predictable, • Minimal onboarding-related interruptions to CSMs and support tickets raised post handover to in-life, • Updated onboarding playbooks with learnings, • Customers reach in life with confidence and clarity