Overview
Reporting to the Head of Product, the role holder will be responsible for managing the end-to-end onboarding process for new clients, ensuring smooth delivery and alignment with product development goals. This role combines client-facing communication, project management, and agile support to coordinate onboarding projects, maintain product backlogs, and validate feature rollouts. Acting as the central point of contact, you will work closely with clients, the Head of Product, and development teams to deliver successful implementations and contribute to long-term roadmap planning.
Responsibilities
* Liaise directly with new clients to collect onboarding prerequisites, clarify requirements, and set expectations on delivery timelines and dependencies.
* Plan and manage onboarding projects end-to-end, including defining scope, milestones, and success criteria, building project plans, tracking progress, and managing risks and issues.
* Facilitate and record agile ceremonies such as sprint planning, stand-ups, and retrospectives, embedding best practices to support predictable delivery.
* Write clear and detailed feature and bug tickets, managing the product backlog in collaboration with the Head of Product and linking tickets to roadmap outcomes.
* Assist in scoping new features and contribute to development roadmaps, translating client needs into well-defined requirements and acceptance criteria.
* Prepare and manage onboarding documentation, including status reports, timelines, and runbooks, and keep stakeholders informed with consistent communication.
* Undertake research projects to inform long-term product strategy and roadmap planning, synthesizing insights into actionable recommendations.
Qualifications
* Proven experience managing client onboarding projects from initiation to completion, including planning, scheduling, stakeholder communication, and delivery tracking.
* Highly organised and able to define scope, set milestones and manage dependencies.
* Strong communication skills to clearly and confidently liaise with clients and internal teams, setting realistic expectations, documenting decisions, and ensuring transparent progress reporting.
* Fluent in agile ways of working and are comfortable facilitating ceremonies and using tools such as Jira and Confluence to maintain momentum and visibility.
* Experience in writing precise and testable user stories, acceptance criteria and bug reports.
* They are proactive, resilient, and detail-oriented, taking ownership to create clarity, drive outcomes, and continuously improve processes and client experience.
About the Client
Our client is a SaaS and broking solution providing a multi-lender finance capability to retailers, merchants and finance houses. Working with some of the leading banks, their platform facilitates retailers in offering finance to their consumers via any four of their sales channels, that includes their best-in-class E-commerce solution. Everything they do is in house, which means their speed and quality of service to their partners is second to none.
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