At a Glance
- Tasks: Lead onboarding for customers, ensuring smooth implementation and strong adoption of Planday.
- Company: Join Planday, a forward-thinking tech company transforming shift work for better work/life balance.
- Benefits: Enjoy flexible remote work, competitive salary, health insurance, and generous vacation.
- Other info: Be part of a diverse team that values innovation and personal growth.
- Why this job: Make a real impact by helping businesses thrive and improving lives of shift workers globally.
- Qualifications: Experience in SaaS onboarding, strong communication skills, and a proactive mindset required.
The predicted salary is between 56700 - 69300 £ per year.
Our Purpose
Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance.
At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams.
We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers.
We’re using advanced technology to help humans reach their full potential.
At work and in life.
Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world.
Planday was acquired by Xero in 2021.
How you’ll make an impact
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.
- What you’ll do
- 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
- What you’ll bring with you
- Proven experience in onboarding, implementation, customer success, or a similar customer-facing Saa S role, with experience owning more complex customer engagements
- Strong Saa S 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
- 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.
- At Planday, we offer you
- Benefits like pension, health insurance, inclusive support for new parents and generous vacation
- On top of your annual base salary, you are offered to be part of an Employee Share Plan
- Growth and progression opportunities - we want you to grow with us
- Flexible remote work
- Strong social culture with lots of team and company activities
- Meaningful work - everyone at Planday contributes to improving the lives of shift workers around the globe
- Healthy work-life balance and autonomous approach to work. We trust in you and your abilities
Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!).
Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work.
At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.
As an equal opportunity employer, we strive to create an equitable experience for all our candidates throughout the process.
Please let us know if you need reasonable accommodation during the application or interview process.
All applicants will be considered for employment without attention to any personal characteristics.
#J-18808-Ljbffr
Senior Onboarding consultant in London employer: Planday From Xero
At Planday, we are committed to creating a supportive and inclusive work environment where every employee can thrive. As a Senior Onboarding Consultant, you will enjoy flexible remote work options, generous benefits including health insurance and an Employee Share Plan, and ample opportunities for personal and professional growth. Our vibrant culture fosters collaboration and innovation, ensuring that your contributions make a meaningful impact on the lives of shift workers globally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Onboarding consultant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Planday From Xero. 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 Planday From Xero 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 Senior Onboarding consultant in London
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 Planday From Xero:Your cover letter is your chance to shine! Tell us why you want to work at Planday From Xero 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 Planday From Xero!
How to prepare for a job interview at Planday From Xero
✨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.
