At a Glance
- Tasks: Lead complex customer onboarding projects and ensure successful delivery across multiple products.
- Company: Ciphr, a leading UK provider of integrated HR solutions with a focus on people.
- Benefits: 30 days annual leave, flexible working, enhanced family leave, and exclusive discounts.
- Other info: Join a diverse team that values authenticity and offers excellent career growth opportunities.
- Why this job: Make a real impact by delivering value to customers in a supportive and innovative environment.
- Qualifications: 5+ years in customer-facing HR tech implementations and recognised project management qualifications.
The predicted salary is between 55000 - 65000 £ per year.
Ciphr has created a brand new opportunity for a Customer Onboarding Manager, to own the successful delivery of Ciphr’s largest and most complex customer implementations and onboarding journeys. Your primary goal is to lead the end-to-end project delivery for our strategic customers, owning delivery of commercial outcomes through on-time, in-budget execution and effective scope and change control, executive stakeholder relationships, and successful go-live across multi-product, multi-workstream product implementations.
At Ciphr, our priority is ensuring that the work we do adds value to our customers whilst also working in a way that allows the Ciphr team to feel valued in their roles. We want to give you the opportunity to embrace your role with Ciphr and, in return, we can offer you an open and friendly work environment where your input and ideas are welcomed. Flexibility is key, so this role can be based anywhere within the UK if you are happy to attend ad hoc meetings. We also have an office in Reading, Berkshire that all Ciphr employees are welcome to utilise. Location: Flexible working pattern, collaborating in our Reading office approximately twice a month.
What you’ll be doing:
- Lead the end-to-end delivery of complex, multi-phase and multi-product implementations spanning multiple Ciphr products, building robust project plans that reflect commercial commitments and customer outcomes.
- Lead matrixed delivery teams across consulting, technical, integration, data migration and partner workstreams, ensuring all parties are clear on their responsibilities, dependencies and timelines.
- Build and maintain executive-level customer relationships, acting as the primary point of accountability for HR Directors, CHROs, CFOs, CIOs and steering committee members.
- Own the financial health of the project, including revenue recognition, scope and change control, margin protection and accurate forecasting throughout the lifecycle.
- Proactively identify and manage risks, issues and dependencies across all workstreams; lead steering committees, executive reviews and customer escalations.
What good looks like:
- Consistently high customer satisfaction (CSAT/NPS) scores from enterprise customers, with quotable references generated.
- Project milestones and revenue recognition targets achieved or exceeded across the lifecycle.
- All projects maintained at a 'Green' status throughout the lifecycle, with health managed to a high standard regardless of complexity.
- Full evidence provided that all deliverables and go-live criteria have been met, with formal customer sign-off at every gate.
- Seamless transition into business as usual with minimal post-go-live escalations.
- Deliver projects within approved scope, effort, and budget to achieve target financial performance.
What you’ll need to succeed:
- Proven experience (around 5+ years) leading complex, customer-facing HCM, payroll or HR technology implementations in enterprise environments.
- Recognised qualification (PRINCE2 Practitioner, PMP, MSP, APM PMQ or equivalent) and fluent across waterfall, agile and hybrid delivery approaches.
- Credible at executive level, with strong commercial acumen, budget ownership and the gravitas to chair steering committees and lead difficult conversations.
- Calm under pressure, highly analytical, and able to lead the recovery of challenged programmes.
What we offer you:
- 30 days annual leave plus bank holidays.
- Family National Trust Membership.
- Birthday day off.
- Family forming support – e.g., time off for family forming appointments or to support your partner.
- Enhanced maternity and paternity leave.
- Work from Anywhere for 4 weeks per year.
- Volunteering days for 2 days per year.
- Cycle to work scheme.
- Pension.
- Health cash plan.
- Life assurance.
- Technology/home improvements Loans.
- Perks at Work – access to exclusive discounts, cinema tickets, etc.
- Regular training.
- £1,500 employee referral scheme.
- Medical Cover and Dental cover (after 6 months’ service).
- Income Protection insurance (after 12 months’ service).
About Ciphr:
Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions. Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools. We’re all about people at Ciphr. Our values are trust, service excellence, authenticity, and accountability. We want you to bring your authentic self to work, giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!
Customer Onboarding (Programme) Manager in Reading employer: CIPHR Group
Ciphr is an exceptional employer that prioritises a supportive and flexible work environment, allowing employees to thrive in their roles while delivering value to customers. With generous benefits such as 30 days of annual leave, enhanced family support, and opportunities for professional growth, Ciphr fosters a culture of collaboration and innovation. The Reading office serves as a welcoming hub for team members, promoting a sense of community and connection among colleagues across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding (Programme) Manager in Reading
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Ciphr on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by understanding Ciphr's values and how they align with your own. Be ready to share examples of how you've demonstrated trust, service excellence, authenticity, and accountability in your previous roles.
✨Tip Number 3
Practice your project management skills! Be prepared to discuss specific projects you've led, focusing on how you managed complex implementations and maintained customer satisfaction. Use the STAR method to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for the hiring team. Plus, it’s a great chance to reiterate your fit for the position.
We think you need these skills to ace Customer Onboarding (Programme) Manager in Reading
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with complex customer implementations. We want to see how your skills align with the role of Customer Onboarding Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Your Project Management Skills:Since this role involves leading multi-phase projects, it’s crucial to demonstrate your project management expertise. Mention any recognised qualifications you have, like PRINCE2 or PMP, and share examples of successful projects you've led in the past.
Highlight Your Stakeholder Management Experience:Building strong relationships with executive-level stakeholders is key for this position. Share specific instances where you've successfully managed stakeholder expectations and delivered results, as this will show us you can handle the responsibilities of the role.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. This way, we can ensure your application gets the attention it deserves, and you’ll be one step closer to joining our friendly team at Ciphr!
How to prepare for a job interview at CIPHR Group
✨Know Your Projects Inside Out
Before the interview, make sure you thoroughly understand the types of complex customer implementations Ciphr handles. Be ready to discuss your past experiences leading similar projects, focusing on how you managed timelines, budgets, and stakeholder relationships.
✨Showcase Your Leadership Skills
Ciphr is looking for someone who can lead matrixed teams effectively. Prepare examples that highlight your ability to coordinate across different workstreams and how you’ve successfully navigated challenges in previous roles.
✨Demonstrate Commercial Acumen
Since financial health is crucial for this role, be prepared to discuss how you've managed project budgets and revenue recognition in the past. Bring specific examples of how you’ve protected margins and ensured projects stayed within scope.
✨Build Rapport with Executive Stakeholders
Ciphr values strong relationships with executive-level clients. Think about how you can demonstrate your ability to communicate effectively with HR Directors and other senior stakeholders, perhaps by sharing a story where you turned a challenging conversation into a positive outcome.
