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About the Role
As a Senior Onboarding Consultant, you will drive customer success by leading new clients through a comprehensive onboarding and implementation journey. You will own complex and strategic engagements, leveraging deep product expertise and technical aptitude to help customers design scalable solutions, manage change, and realize value quickly.
Responsibilities
- Project manage end-to-end onboarding and multi-site implementation for upper mid-market and enterprise customer portfolios.
- Act as the primary implementation lead for customers with advanced operational or technical requirements.
- Run high-quality discovery to understand customer goals, business processes, and implementation risks.
- Guide customers through solution design and configuration decisions.
- Lead implementation conversations with a broad range of stakeholders.
- 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.
- Partner cross-functionally with Sales, Support, Product, and other internal teams.
- Maintain strong implementation governance, accurate CRM records, and disciplined use of internal processes.
- Use data and customer insight to identify opportunities to improve onboarding playbooks and processes.
- Act as a senior member of the team by sharing knowledge and contributing to continuous improvement.
Requirements
- Proven experience in onboarding, implementation, customer success, or a similar customer-facing SaaS role.
- Experience owning more complex customer engagements.
- Strong SaaS implementation experience.
- Ability to lead customers through structured rollout and change processes.
- Strong technical aptitude and confidence discussing system configuration, implementation requirements, workflow design, and integration-related considerations.
- 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.
- Strong communication skills, both written and verbal.
- Excellent project, time management, and prioritisation skills.
- A proactive, self-directed approach with strong ownership and comfort operating with autonomy.
- Empathy, patience, and a solutions-focused mindset.
- Confidence using CRM systems and customer engagement tools.
- 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 complex business process design, is highly desirable.
Skills
- Product expertise
- Technical aptitude
- Consultative mindset
- Project management
- Change management
- Communication skills
- Time management
- Prioritisation skills
- Problem-solving
Location
- Remote
Work Type
- Full-time
- Remote
Experience Level
- Senior
Benefits
- Pension
- Health insurance
- Inclusive support for new parents
- Generous vacation
- Employee Share Plan
- Growth and progression opportunities
- Flexible remote work
- Strong social culture
- Meaningful work
- Healthy work-life balance
- Autonomous approach to work
About the Company
- 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.
- 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.
Equal Opportunity
- 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.