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Fast SaaS Onboarding Lead

The Access Group

The Access Group

This job is no longer accepting applications

See open jobs at The Access Group.
Auckland, New Zealand
Posted on Wednesday, September 13, 2023

Fast SaaS Onboarding Lead

Posted 15 days ago


Join the Access Family and see how we make software ideas become a reality.

Our core value of ‘Love Work, Love Life, Be You’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about?

At Access, we love software and how technology never stays the same. It's this passion that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit’s to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

About you:

We are looking for a customer focused individual who will take ownership and help grow our SaaS APAC Onboarding Teams within the ERP Division. You will be primarily focused on this hyper growth SaaS part of our business and should have experience implementing and improving customer onboarding experiences through various approaches, including digital strategies with self-help & consultative services. You will enjoy working in a fast paced, agile environment and are prepared to work both core hours and sometimes irregular hours when required to meet objectives and goals. You will have great aptitude for and enthusiasm to learn and be open to feedback to help you be the most successful you can be in your role. 

About the role:

As the Fast SaaS Onboarding Lead, your primary responsibility is ensuring early ‘value realisation’ for all new customers adopting our solution into their business and reducing their ‘Time to Wow’, where an agreed level of product adoption and license deployment is achieved.  The time it takes to achieve this milestone is known as the customers TTV (time-to-value) and will be a key performance indicator used to measure the team's performance each month. Your goal is to get brand new customers using Prospect CRM & Unleashed in their business day to day as smoothly and efficiently as possible with the Onboarding team. Whilst your day-to-day will involve managing a team of onboarders, you will also be expected to do some hands-on customer onboarding as well.

Day- to- Day you will:

  • Customer Onboarding & Implementation: You will demonstrate strong Prospect CRM & Unleashed product knowledge, with the ability to effectively communicate business processes and software solutions with stakeholders. You are seen as a trusted advisor by customers, and you will take a leading role in their onboarding activities and the implementation of the solution for their business, ensuring they move smoothly through the process. Along with onboarding customers, you will also contribute to continuous improvement of the onboarding approach, processes and services offered. You will ensure that best practices in software implementation and onboarding are followed. 
  • Customer Consulting: You will be required to conduct onsite and offsite consulting, onboarding and training sessions with customers, when required. With your software, business process and consulting knowledge, you will be able to ensure customers are using Unleashed & Prospect CRM according to industry best practices - to help grow our customers’ business. As some of our services are premium and chargeable services, you must ensure that you build and maintain credible, relevant and value adding skills & knowledge around our solution and their business domains.  
  • Demonstrating excellent product knowledge and understanding of our customers business processes: You’ll be able to demonstrate superior Unleashed & Prospect CRM product knowledge, with the ability to effectively communicate our solution features, benefits and value propositions to stakeholders, colleagues, and customers. You will understand the business of our customers and you will be recognised by them as a trusted advisor and advocate. You'll stay on top of new feature releases to keep your product knowledge up to date and take part in training other members of the team on these too. 
  • Increasing ‘early-life’ customer value & product expansion: You'll ensure customer churn is minimised across both Unleashed & Prospect CRM, and the customers are set up correctly for future growth. You will focus on executing efficient activities with customers early in their customer journey, ensuring that key stakeholders understand the benefit in utilising Unleashed to generate value in their business.

Other important areas of focus:

  •  Measuring and reporting the quality of the customer’s experience using an ‘Onboarding Feedback Survey” and acting on these results  
  • Regularly sharing feedback and attending meetings with the sales team to ensure we’re acquiring good fit customers. 
  • Where a business is referred to us by Partners, making sure our Partners understand the value of our onboarding service.  
  • Ensuring you stay up to date with the latest customer success trends and best practices for SaaS. 
  • Internally you will be recognised as a key champion of the “Customer Voice” and will be expected to assist in marketing, knowledge asset creation, product feature insights, pre-sales activities and events where you can demonstrate and communicate industry best practice and the best use of Unleashed & Prospect CRM
  • Attending and promoting the Unleashed & Prospect CRM brand at industry events when needed  
  • Attending partner led, sales team and other company meetings and events. From time to time the company will offer ‘out of hours’ team building and other activities, which we will require you to attend.  

Your skills and experience may include:

  • At least 2 years' experience in either a consulting, onboarding, account management or customer facing role.
  • Successful experience in a product, sales or support role with that values customer satisfaction, product excellence and quality human interactions  
  • Experience communicating with people across all levels.  
  • Excellent organisation skills and the ability to manage a book of customers.  
  • A strong command of the English language, both written and verbal, is essential.  
  • A background in either SaaS or Operations within a relevant industry is desirable but not essential.  
  • You will have at least 2 years’ experience in either a consulting, onboarding, account management or customer facing role. 
  • A strong command of the English language, both written and verbal, is essential. 
  • A background in either SaaS or Operations within a relevant industry is desirable but not essential. 

What does Access offer you?

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year (rules apply) and a health contribution you’ll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you’ll also have 3 charity days you can take to support something that matters to you.

At Access we’re all about helping everyone Love Work and Love Life. Why? Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your experience doesn’t match perfectly, we’d still love to hear from you. You might just be whom we are looking for.

We love the fact that we’re all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it’s just more fun!

What’s holding you back? Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.




This job is no longer accepting applications

See open jobs at The Access Group.