At a Glance
- Tasks: Lead customer onboarding and ensure smooth implementation of our school management tools.
- Company: Join Arbor, a mission-driven tech company transforming education for over 12,500 schools.
- Benefits: Enjoy 32 days holiday, wellness support, and a dedicated professional development budget.
- Other info: Be part of a dog-friendly office culture with opportunities for social events and volunteering.
- Why this job: Make a real impact in education while working in a supportive and flexible environment.
- Qualifications: Experience in customer onboarding or project management with strong communication skills.
The predicted salary is between 35000 - 35000 £ per year.
Location: Leeds, Hybrid
Starting Salary: £35,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better. We believe in a future of work in schools where being challenged doesn’t mean being burnt out and overworked. Our MIS and school management tools are already making a difference in over 12,500 schools and trusts, giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.
About the role
We are looking for an experienced Customer Onboarding Manager to join our Implementation team and help us successfully onboard and manage relationships with customers during their implementation phase as well as provide support with training and data migration.
- Core responsibilities
- Project Scoping & Planning: Formulate comprehensive project schedules, aligning milestones to safeguard the client's critical day-one operational objectives. Define and agree project boundaries, implementation requirements, and data migration timelines directly with educational partners.
- Stakeholder Relationship & Account Management: Nurture strong, transparent relationships with key sponsors and project owners throughout the entire customer onboarding lifecycle. Steer internal and external calls and meetings, ensuring lines of communication remain clear and commercial priorities are fully aligned.
- Implementation & Data Migration Governance: Coordinate and monitor complex data migration tracks, maintaining data integrity during software transitions to the Arbor MIS platform. Interpret raw customer and school data to accurately diagnose specific operational needs and customise delivery workflows.
- Risk Mitigation & Escalation Management: Engineer effective mitigation plans to address implementation risks, issues, and changing dependencies dynamically. Serve as the primary escalation point for project bottlenecks, protecting overall delivery quality and resolving roadblocks efficiently.
- Training & System Adoption Delivery: Coordinate user support structures and specialized training programmes to ensure school workforces hit their adoption targets. Cultivate deep technical and functional knowledge of the Arbor MIS platform to answer client queries with total product authority.
- Project Controls & Executive Reporting: Manage highly compressed, concurrent project lifecycles leveraging robust operating instincts and disciplined project tools. Prepare client-facing compliance documentation and present project trajectories confidently during formal Executive Status Meetings.
About you
We’re looking for someone with proven professional experience in a Customer Onboarding, Project Coordinator or Project Management role. Beyond that, we’d love to see:
- Essential:
- Proven professional background operating within a Customer Onboarding, Project Management, Project Coordination, or specialised software role.
- Demonstrated experience steering organisations through complex systems change management and navigating agile delivery frameworks.
- Exceptional communication skills with a track record of building trusted relationships with senior corporate or academic stakeholders.
- Strong analytical acumen, including the ability to utilise CRM platforms and operate spreadsheet software (Excel/Google Sheets) at a high technical level.
- Demonstrated adaptability within an entrepreneurial, fast-paced, and highly results-oriented workplace culture.
- Willingness to travel frequently to UK client sites for a minimum of 10% of total working hours.
- Desirable:
- Prior professional experience implementing software inside an Enterprise SaaS ecosystem.
- Domain knowledge of Management Information Systems (MIS) or operating frameworks within Multi-Academy Trusts (MATs) and sixth-form colleges.
What we offer
The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work every day. We also offer:
- A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
- 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas.
- Life Assurance paid out at 3x annual salary.
- Comprehensive wellness benefit provided by AIG Smart Health, which provides a 24/7 virtual GP service, Mental health support, Counselling, and personalised Health Checks.
- Private Dental Insurance with Bupa.
- Salary sacrifice Pension provided by Scottish Widows.
- Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay.
- 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
- Access to services such as Calm and Bippit (financial wellbeing coaching).
- All of our roles champion flexible working and we are happy to discuss what this means to you.
- Social committees that plan team, office and company wide events to bring people together and celebrate success.
- Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc).
- Volunteer with a charity of your choice for a day each year.
- Dog friendly offices!
Interview Process
- Phone screen
- 1st Stage Task
- 2nd Stage
Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. Arbor Education is an equal opportunities organisation. Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.
Refer a friend
Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200!
Please note: We are unable to provide visa sponsorship at this time.
Customer Onboarding Manager in Leeds employer: Arbor Education 3
At Arbor, we pride ourselves on being an exceptional employer dedicated to transforming the educational landscape while prioritising employee wellbeing. Our Leeds-based team enjoys a vibrant work culture that champions flexibility, professional development, and a strong commitment to mental health support, alongside generous benefits like 32 days of holiday and enhanced parental leave. Join us in making schools happier places to work, where your contributions directly impact the future of education.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Manager in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arbor Education 3. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arbor Education 3 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding Manager in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arbor Education 3:Your cover letter is your chance to shine! Tell us why you want to work at Arbor Education 3 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arbor Education 3!
How to prepare for a job interview at Arbor Education 3
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
