Key skills
SaaSProject ManagementStakeholder ManagementCommunicationCustomer SuccessSales
About this role
Role Overview
- Manage the full customer journey from pre-sales through to rollout, and handover to Customer Success & Support.
- Understand customer strategy, educate on best practice and ensure that projects are delivered in a way that enables long term product adoption and success.
- Ensure world class project & stakeholder management, minimising time to value and ensuring fantastic customer experience.
- Formalise SOPs and create documentation that allows us to grow our Mid-market onboarding function.
- Partner closely with internal teams to streamline handovers, eliminate blockers, and close gaps between Sales and CS.
- Surface insights that shape our product roadmap and help us better serve our most complex customers.
Requirements
- Startup mindset: You thrive in fast-paced, early-stage environments, move quickly, and take initiative to maintain momentum and resolve issues efficiently.
- SaaS Onboarding experience: You have multi-year experience in onboarding within SaaS, with a track record of managing complex, Mid-Market accounts end-to-end.
- Hospitality background: Experience working with hospitality or restaurant clients.
- Communication and stakeholder management: You communicate clearly and confidently, building strong relationships with stakeholders at all levels and acting as a trusted advisor.
- Exceptional project management: Able to manage multiple work streams, coordinate cross-functional teams, and deliver exceptional time to value and successful product adoption outcomes.
- Customer value driver: You'll be able to adapt your approach to the customer's strategy, offering best practice guidance and ensuring you are setting them up for long term success.
- Drive to build: You have experience building and refining standard operating procedures and scalable processes that improve customer experience and internal efficiency.
Benefits
- Meaningful equity, at Nory everyone is an owner!
- 35 days of paid leave per year (including bank holidays)
- Comprehensive private health insurance via Axa
- Enhanced parental leave and baby loss support
- Learning & development culture – £1000 personal annual budget + quarterly book budget
- £250 home office workspace budget
- Regular team offsites & socials
- Hybrid role with 2-3 days working from our Holborn office
- And much more