Senior Onboarding Consultant

Role Overview

• 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

Requirements

• 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

Benefits

• 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