xero - Senior Onboarding consultant
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Requirements
• Proven experience in onboarding, implementation, customer success, or a similar customer-facing SaaS role, with experience owning more complex customer engagements • Strong SaaS implementation experience, with the ability to lead customers through structured rollout and change processes from kickoff to go-live • Strong technical aptitude and confidence discussing system configuration, implementation requirements, workflow design, and integration-related considerations with customers • Experience managing multiple stakeholders across operational, technical, and leadership audiences • Ability to run excellent discovery, uncover customer needs, and translate them into practical implementation plans and business outcomes • Strong communication skills, both written and verbal, with the ability to simplify complex topics and build credibility with a wide range of stakeholders • Excellent project, time management, and prioritisation skills across multiple concurrent customer journeys • A proactive, self-directed approach with strong ownership, sound judgment, and comfort operating with autonomy and accountability • Empathy, patience, and a solutions-focused mindset, paired with the confidence to challenge constructively when needed • Confidence using CRM systems and customer engagement tools, with strong process discipline and attention to detail • High professionalism, integrity, and a collaborative, low-ego approach • Experience in workforce-intensive industries such as hospitality, retail, healthcare, or shift-based environments is preferred • Experience working on technically involved implementations, including integrations, data considerations, or more complex business process design, is highly desirable • SUCCESS LOOKS LIKE • Customers successfully go live on time with strong adoption and clear alignment to their business goals • Complex onboarding and implementation projects are managed effectively, with risks identified early and handled proactively • Customers feel confident in their solution design, implementation approach, and path to value • Strong stakeholder relationships are built across customer teams, including more senior and technical contacts • High customer satisfaction, strong implementation quality, and minimal escalations • Consistent achievement of onboarding goals and KPIs, with strong ownership of outcomes • Positive contribution to team culture, capability uplift, and continuous improvement across the onboarding function
Responsibilities
• Lead end-to-end onboarding and implementation for customers of all sizes, with ownership of more strategic, technically complex, and higher-value customer engagements • Act as the primary implementation lead for customers with more advanced operational or technical requirements, including complex workflows, multi-site setups, and tailored rollout plans • Run high-quality discovery to understand customer goals, business processes, operational challenges, and implementation risks, and translate these into a clear onboarding plan • Guide customers through solution design and configuration decisions, ensuring Planday is implemented in a way that aligns with their business needs and supports long-term success • Lead implementation conversations with a broad range of stakeholders, including operational, commercial, technical, and executive contacts • Deliver a high-quality onboarding experience through a consultative, structured, and customer-centric approach • Proactively identify delivery risks, technical blockers, and adoption challenges, and drive them through to resolution • Support customers through change management and go-live planning to ensure successful launches and strong early adoption • Partner cross-functionally with Sales, Support, Product, and other internal teams to deliver a seamless customer experience and smooth handover across the customer lifecycle • Maintain strong implementation governance, accurate CRM records, and disciplined use of internal processes, systems, and onboarding best practices • Use data, customer insight, and frontline experience to identify opportunities to improve onboarding playbooks, implementation processes, and customer outcomes • Act as a senior member of the team by sharing knowledge, raising the bar on execution, and contributing to continuous improvement across onboarding
Benefits
• Benefits like pension, health insurance, inclusive support for new parents and generous vacation • On top of your annual base salary, you are offered to be part of an Employee Share Plan • Growth and progression opportunities – we want you to grow with us • Flexible remote work • Strong social culture with lots of team and company activities • Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe • Healthy work-life balance and autonomous approach to work. We trust in you and your abilities • Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work. • At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.
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