Software Onboarding Specialist

A specialist recruitment partner is supporting a growing software business with the hire of an enthusiastic, confident and personable Software Onboarding Specialist to join its Customer Success function.

This is a full-time opportunity for someone who enjoys working with people, has an interest in software and technology, and takes pride in helping customers get the best possible experience from a product.

You do not need to be a software expert from day one, as full training will be provided. What matters most is that you are organised, proactive, comfortable speaking with customers and confident guiding people through new processes.

About the Opportunity

Our client is an established SaaS provider operating in the accounts payable automation and spend management space. Its platform helps finance teams streamline purchasing, invoice processing and approvals while improving visibility, control and efficiency.

The business serves organisations across a broad range of sectors and is continuing to expand its customer base.

It offers an ambitious, innovative and supportive environment, with a strong focus on delivering effective technology and an excellent customer experience.

Position Overview

As a Software Onboarding Specialist, you will play a key role in welcoming new customers and supporting them through implementation, configuration and training.

You will manage your own portfolio of onboarding projects, working closely with customers to understand their requirements, configure the software to meet their needs and ensure they are confident using the platform.

Customers operate across a wide range of industries and vary considerably in size and complexity. A key part of the role is being able to listen, understand how each organisation works and translate its requirements into an effective system setup.

You will often be one of the first people a new customer works with after purchasing the software, so building rapport, setting expectations and instilling confidence are important parts of the role.

Alongside onboarding new customers, you will also support existing customers with additional consultancy and training. You will make regular contact with customers, help them gain more value from the platform, encourage adoption of new features and identify opportunities where additional services or solutions may benefit them.

Ultimately, your role is to ensure customers have a positive experience from the very beginning and continue to see value from the software throughout their customer journey.

Key Responsibilities

As a Software Onboarding Specialist, your responsibilities will include:

• Managing customer onboarding projects from initial handover through to completion.
  

• Understanding customer requirements and configuring the software to meet their needs.
  

• Delivering clear and engaging software training.
  

• Managing multiple onboarding projects and ensuring agreed timescales are met.
  

• Providing customers with regular updates and responding to queries throughout the onboarding process.
  

• Building strong relationships with new and existing customers.
  

• Advising customers on workflows, system setup and best use of the software.
  

• Supporting additional training and consultancy requirements.
  

• Encouraging adoption of new features and identifying opportunities for additional services.
  

• Maintaining accurate customer and project records.
  

• Sharing customer feedback and working closely with Customer Success, Support, Sales and Product teams.
  

• Supporting wider Customer Success projects where required.
  

Skills and Experience

We are looking for someone who has:

• Previous experience in a customer-facing or customer service role.
  

• Excellent verbal and written communication skills.
  

• Strong interpersonal skills and confidence communicating with customers at all levels.
  

• Excellent organisational and time-management skills, with the ability to manage multiple projects and priorities at the same time and see them through to completion.
  

• A proactive, self-motivated approach with strong attention to detail.
  

• Confidence leading customer meetings and delivering training.
  

• Good problem-solving skills and the ability to understand customer requirements and recommend solutions.
  

• An interest in software, technology and improving business processes.
  

• A genuine commitment to delivering an excellent customer experience.
  

Desirable Experience

The following would be beneficial, although not essential:

• Software onboarding or implementation experience.
  

• SaaS or technology industry experience.
  

• Experience delivering software training or demonstrations.
  

• Knowledge of accounting or financial software.
  

• Experience with accounts payable, purchase-to-pay or procurement processes.
  

Full training on the platform and the company’s onboarding processes will be provided.

Who We Think Will Thrive in This Role

You may be a good fit for this role if you enjoy working directly with customers and like the satisfaction of taking a project from initial conversation through to successful completion.

You will need to be comfortable taking ownership of your workload while also working closely with the wider team. You should enjoy learning how different organisations operate and be confident asking questions, making recommendations and guiding customers towards the right solution.

The role would particularly suit someone who is naturally organised, approachable and curious, and who enjoys combining customer service with technology and problem solving.

Workplace and Hours

The role reports to the Head of Customer Success and works closely with colleagues across Customer Success and other areas of the business.

Working hours: Monday to Friday, 9:00am to 5:30pm (UK Time).