Head of Customer Onboarding
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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Job Title: Head of Customer Onboarding
Employment type: Permanent, hybrid (2 days per week in our Manchester Office)
Salary: Competitive, depending on experience
Employment type: Permanent, hybrid (2 days per week in our Manchester Office)
Salary: Competitive, depending on experience
We’re looking for a Head of Customer Onboarding to lead the team that helps finance and treasury customers get up and running with AccessPay, a growing, PE-backed SaaS business.
Reporting to the Customer Success Director, you’ll own how we deliver implementations for new customers and change projects for existing customers. You’ll have the scope to shape how projects are planned and run, shorten the time it takes for customers to see value and make delivery more predictable as we grow.
You’ll lead and develop our Customer Onboarding Managers and stay close to delivery, helping the team work through complex projects and resolve issues. You’ll work with Sales, Product, Engineering, Customer Success and Customer Operations to make sure customers move smoothly from contract signature through implementation and into ongoing use.
Key Responsibilities
- Lead customer implementations and change projects from scoping through delivery, with clear responsibilities, agreed milestones and a plan for resolving issues when projects are at risk.
- Develop a consistent approach to project governance, milestone tracking, risk management and escalation, and give senior leaders a clear view of project status, blockers and capacity.
- Define what a successful onboarding looks like for different products and customer segments, including the milestones that show customers are starting to get value from the platform.
- Work with Sales to hand over agreed scope and customer expectations, with Product and Engineering to resolve technical dependencies, and with Customer Success and Customer Operations to support adoption after go-live.
- Lead, coach and develop Customer Onboarding Managers, building their skills in project delivery, stakeholder management and customer communication.
- Forecast delivery demand and plan team capacity around upcoming projects and existing customer commitments.
- Use project reviews, delivery data and customer feedback to improve time to first value, on-time completion and customer satisfaction. Simplify or automate repeatable work and address the causes of avoidable escalations and rework.
This is an opportunity to shape how AccessPay delivers customer projects as we grow. You’ll lead an established team and have a direct influence on how quickly customers can put the platform to work and get value from it.
Skills, Knowledge and Expertise
You’ll be comfortable moving between a detailed discussion about a project at risk and a conversation with senior leaders about how the delivery function is performing. You’ll know how to help a team make decisions when customer expectations, technical dependencies and capacity all need to be considered.
We’re looking for:
- Experience leading customer onboarding, implementation, project delivery or professional services in a SaaS or technology business. Fintech experience would be a big advantage.
- A track record of managing and developing customer-facing delivery teams, with experience planning capacity across competing projects.
- A strong working knowledge of SaaS implementation models, project governance and what drives customer adoption.
- Examples of improving time to value, delivery predictability or the onboarding experience, with the ability to explain how you measured the change.
- Clear communication and the confidence to work with customers, technical teams, commercial teams and senior leaders when delivery decisions need to be made.
- Commercial judgement and confidence using delivery data and customer feedback to prioritise improvements that support customer satisfaction and retention.
Why join us?
At AccessPay, we believe that great technology starts with great people. We're a leading fintech helping organisations streamline payments and cash management, but what really sets us apart is our culture. Recognised as one of the UK's Best Workplaces™, we're committed to creating an environment where people feel supported, challenged and empowered to do their best work every day.
Check out our Company page on the Great Place to Work website:
Working at AccessPay | Great Place To Work® UK
Alongside hybrid working and a collaborative team, we offer:
Check out our Company page on the Great Place to Work website:
Working at AccessPay | Great Place To Work® UK
Alongside hybrid working and a collaborative team, we offer:
- 25 days’ holiday plus public holidays increasing with length of service.
- Birthday off work.
- 2 paid volunteer days a year
- Holiday Purchase scheme
- We operate a Salary Exchange pension scheme which you will be auto-enrolled into from day one of employment.
- £240 yearly Wellbeing Allowance
- Enhanced maternity, paternity, and adoption leave
- Cycle to work scheme
- Health cash plan
- Free breakfast & lunch when in the Manchester office
- Discounted Parking in Manchester
- Access to training – both internal and external
- We plant a tree for every new joiner that joins us!
- We are a Dog-Friendly office
- And many more!
