Senior Onboarding Consultant

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

What the job involves

• As a Senior Onboarding Consultant, you will drive the success of Planday by leading new customers through a comprehensive onboarding and implementation journey tailored to their business size, operational complexity, and technical requirements
• You will own more complex and strategic onboarding engagements, bringing a high degree of autonomy, strong implementation discipline, and a consultative mindset to every customer interaction
• You will combine deep product expertise with strong technical aptitude to help customers design scalable ways of working, manage change effectively, and realise value quickly
• You will play a key role in helping customers successfully implement Planday within their business, especially where workflows, stakeholder groups, system configuration, and integration requirements are more advanced
• Your ability to lead technically credible conversations, guide customers through implementation decisions, and proactively manage risks will be critical to achieving strong adoption, smooth go-lives, and long-term customer success
• 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
• 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
• This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their Manager

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