Onboarding Coordinator role to manage new employee integration at Essen Health Care. Overseeing onboarding tasks and ensuring compliance in a hybrid work environment.
About the role
- Onboarding Manager leading customer onboarding for Nory, a restaurant management system startup. Collaborating across teams to ensure seamless onboarding for SMB customers.
Responsibilities
- Lead SMB onboardings: Own the full customer journey from post-sales through getting customers active on Nory, owning Hypercare and managing graduation to Customer Success & Support.
- Drive adoption and value: Understand customer goals, educate on best practice, and ensure onboarding projects set clients up for long-term success.
- Manage projects end-to-end: Apply strong project management skills to coordinate workstreams, manage timelines, and ensure a smooth, high-quality customer experience.
- Contribute to playbooks: Help develop and refine onboarding SOPs and documentation to scale the SMB onboarding function.
- Collaborate cross-functionally: Work with Sales, CS, and Product to close gaps, streamline handovers, and remove blockers.
- Voice of the customer: Gather and surface customer insights to inform product improvements and SMB onboarding strategy.
Requirements
- SaaS experience: 2–5 years in a SaaS startup/scale-up, ideally in Customer Success, Operations, or Project Management.
- Hospitality or restaurant exposure: Experience working with hospitality clients is highly desirable.
- Communication & stakeholder management: Able to manage customer expectations, hold difficult conversations, and influence internal teams.
- Project management skills: Demonstrated ability to run projects autonomously, manage multiple workstreams, and deliver successful outcomes.
- Drive to build and improve: Experience contributing to playbooks, SOPs, or processes, with the ambition to own and scale them.
- Career ambition in onboarding: Looking to progress to Senior Onboarding Manager or mid-market onboarding manager within the next 2 years.
- Startup mindset: Comfortable with ambiguity, moves quickly, takes initiative, and thrives under fast-paced conditions.
- Nice to have: Exposure to customer onboarding tools (e.g., Rocketlane, Hubspot) and Experience in hospitality.
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
Job title
Job type
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Salary
Not specified
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