Onboarding Specialist (SaaS)
22 days ago
Manchester
Onboarding Specialist (SaaS) Location: UK (Fully Remote) Type: Full-time The Role We are looking for an Onboarding Specialist to lead the end-to-end onboarding of new clients, ensuring a seamless transition from initial setup through to a successful go-live. In this role, you will act as a product expert - delivering training, supporting technical configuration, and helping customers realise the full value of the software as quickly as possible. A key focus will be improving onboarding processes to increase efficiency and reduce time-to-value while maintaining high service standards. What You’ll Be Doing • Manage the full onboarding lifecycle from setup through to go-live, • Deliver engaging training sessions both remotely and on-site, • Work closely with technical teams to configure client databases and support initial data setup, • Investigate system behaviour and resolve issues during onboarding in collaboration with development teams, • Capture and document client requirements and ways of working, ensuring this is shared internally, • Maintain expert-level product knowledge, including new feature releases, • Conduct structured handovers to Customer Success teams, • Meet KPIs and SLAs while contributing to continuous improvement initiatives What We’re Looking For • Proven experience (2+ years) in onboarding, implementation, or technical project management - ideally within a SaaS or ERP environment, • Strong project management skills, with the ability to manage multiple implementations simultaneously, • Experience configuring and delivering training on complex software systems, • Excellent communication skills, with the ability to explain technical concepts clearly, • A customer-focused mindset with the ability to build strong relationships, • Highly organised, proactive, and self-motivated, • A strong aptitude for understanding and presenting technology, • Willingness to travel to client sites when required Nice to Have • Experience with implementation or project management methodologies, • Industry experience within waste management or environmental services, • Familiarity with tools such as Jira Service Desk, Slack, or HubSpot, • Experience working in a remote-first environment aligned to UK business hours What’s on Offer • Fully remote working, • Flexible working hours (aligned with team needs), • 25 days holiday + UK bank holidays, plus birthday off, • Additional holiday entitlement with tenure, • Learning & development budget and dedicated days, • Health cash plan and pension, • Work-from-home allowance, • Regular team offsites and collaboration opportunities, • Enhanced parental leave, • Travel expenses covered If you’re passionate about delivering exceptional customer onboarding experiences and want to play a key role in helping clients succeed, we’d love to hear from you.