Senior Onboarding consultant in London

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. 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 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.

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.