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Onboarding Manager
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Onboarding Manager
The Role
The Onboarding Manager is responsible for delivering a smooth, efficient onboarding experience for Small, Medium, and Growth clients. You will manage multiple onboarding projects, ensuring clients are set up quickly, accurately, and in line with standard processes.
This role is hands-on and client-facing, focused on execution, coordination, and continuous improvement of onboarding workflows. You will work closely with Sales, Support, and Operations to ensure a consistent and positive customer experience from contract through to go-live.
The ideal candidate is highly organised, detail-oriented, and proactive, with a strong focus on delivering excellent service and improving processes.
Key Objectives of the Role
- Deliver consistent, timely, and high-quality onboarding for all clients.
- Follow and maintain standardised onboarding processes to ensure efficiency and scalability.
- Support smooth client go-lives and early-stage adoption.
- Monitor onboarding progress and highlight any risks or delays.
- Identify opportunities to improve onboarding workflows and client experience.
- Collaborate effectively with internal teams to ensure alignment and clear communication.
Responsibilities
Client Onboarding Delivery
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- Manage onboarding for Small, Medium, and Growth clients from kickoff to go-live.
- Guide clients through setup, ensuring accuracy and completeness.
- Follow structured onboarding workflows and timelines.
- Act as the main point of contact during onboarding, providing clear communication and updates.
- Ensure a smooth transition from onboarding to ongoing account management or support.
Process & Workflow Management
- Adhere to standard onboarding processes to ensure consistency and efficiency.
- Track onboarding progress, flagging delays or issues early.
- Maintain accurate records of onboarding activities and client status.
- Contribute to improving onboarding documentation and internal guides.
Client Experience & Support
- Build strong relationships with clients during onboarding.
- Ensure clients understand the platform/product and are set up for success.
- Address client queries or coordinate with support teams where needed.
- Monitor early client engagement and highlight any risks to adoption.
Cross-Functional Collaboration
- Work closely with Sales to align on onboarding timelines and client expectations.
- Coordinate with Technical Support and Account Management for seamless handovers.
- Provide feedback to Operations on recurring issues or process improvements.
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Skills & Attributes
- Strong organisational skills with the ability to manage multiple onboarding projects.
- Excellent communication skills, both written and verbal.
- Detail-oriented with a focus on accuracy and quality.
- Proactive and solution-focused mindset.
- Ability to follow structured processes while adapting to client needs where necessary.
- Collaborative team player who works well across departments
- Demonstrates a strong work ethic, with a readiness to roll up their sleeves and get involved in day-to-day delivery
Reporting & Development
- Reports to the Operations Director.
- Provides regular updates on onboarding progress and any risks or challenges.
- Contributes to ongoing improvements in onboarding processes and client experience.
- Accountable for delivering efficient, high-quality onboarding and ensuring clients are successfully set up for long-term success.
This job description is not exhaustive. The employee may be required to undertake additional duties within their skillset and capability as reasonably requested by their manager to support the needs of the business.
Pay: £35,000.00-£45,000.00 per year
Work Location: Hybrid remote in London EC4A 2DQ
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