Onboarding Manager

Onboarding Manager

Location: Hybrid, some site visits

Reports to: Head of Customer Success

Direct reports: 1 (installer manager)

The Role:

Own end-to-end customer onboarding – from readiness, installation, commissioning, to hand-off to in-life team , ensuring customers are onboarded efficiently, predictably, and with high quality.

This role combines project management + onboarding execution + onboarding-related technical issue ownership.

Core responsibilities:

End-to-end Onboarding ownership

• Own the delivery of the as-sold scope from contract signature through successful Commissioning and hand-off to the in-life team
• Define and project manage onboarding timelines, milestones, and dependencies
• Ensure installations are completed correctly, sockets configured, and data flowing reliably before handover, with the support of a direct report (installer manager)
• Ensure onboarding scope, expectations, and delivery are clear and delivered to agreed quality

Project planning, tracking & governance

• Develop and maintain project plans, including timelines, milestones, dependencies and critical paths.
• Identify and manage risks, issues and actions, escalating when required.
• Ensure all parties understand their responsibilities, deadlines and required inputs.
• Provide clear, consistent project updates to internal and external stakeholders.

Onboarding technical issue ownership

• Own all technical issues that occur during onboarding
• Triage, prioritise, and resolve onboarding-related issues
• Work cross-functionally, and directly with engineering/support where required

Handover to Customer Success

• Ensure the post-deployment environment is stable and fully commissioned.
• Provide in-life team with complete documentation, configuration details and site-level insights.
• Transition customers smoothly into BAU support with no outstanding technical or operational issues.

Process & scalability

• Standardize onboarding workflows and templates, and further develop the existing “Onboarding Playbook”
• Work with relevant departments e.g. Sales, Tech on cross-functional process improvements that improve onboarding speed, quality, or costs
• Reduce variance and manual effort in onboarding
• Identify recurring onboarding blockers and drive fixes
• Continuously improve “time to value” (shipping/installation/commissioning/rulesets)

Success metrics

• Time to value
• Number of re-works and site visits
• Number of onboarding issues resolved without CSM / Tech involvement
• Onboarding predictability (on-time delivery)
• Handoff quality to CSM

Experience

• Strong background in project delivery, implementation, or technical onboarding within SaaS, IoT, hardware, energy, or technology environments.
• Proven track record managing multiple concurrent deployments with technical components.
• Experience coordinating multi-disciplinary teams across engineering, field services, IT and customer stakeholders.

Required skills & traits

• Strong project management and prioritisation (planning, risk management, dependencies, governance)
• Comfort owning technical issues end-to-end, including ability to run and interpret WiFi or network readiness surveys (training provided).
• Confidence managing conversations involving networks, connectivity, installation constraints or commissioning requirements e.g. VLANs, SSIDs, port requirements and whitelisting
• Excellent communication across all levels: from electricians to senior customer contacts.
• Track-record influencing internal stakeholders to keep delivery on track, and improve systems, processes and team practices
• Highly organized, process-driven, strong documentation habits and attention to detail
• Strong drive to resolve blockers and keep projects on track
• Calm and structured approach under pressure and ambiguity

What success looks like after 6 months

• Onboarding timelines, quality and costs are predictable
• Minimal onboarding-related interruptions to CSMs and support tickets raised post handover to in-life
• Updated onboarding playbooks with learnings
• Customers reach in life with confidence and clarity