Onboarding Consultant

Onboarding Consultant - Centre of Excellence Loughborough - Hybrid What does Access offer you? We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you're with us), and a matched pension scheme, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have one charity day allocated to support a cause that matters to you. Overview: The Access Centre of Excellence is responsible for ensuring that customers realise the potential of their partnership with Access through excellent service and provision of great, user friendly software applications that remove the

complexity from business processes and allow companies to grow their business with ease and speed. This dynamic, customer-focused role involves setting up and configuring accounts, importing data, and training administrators to maximize system potential. You will manage multiple projects simultaneously, ensuring excellent customer experiences throughout onboarding. Responsibilities include delivering intuitive, engaging web-based training, collaborating with internal teams like product, support, and marketing, and building strong client relationships. Performance will be evaluated based on project delivery, customer satisfaction, and efficient time management. The role also emphasizes continuous improvement, refining onboarding processes to empower customer self-service through user-friendly documentation and videos without compromising the customer journey. Success requires excellent communication skills, a proactive attitude, strong problem-solving abilities, and the capacity to adapt in a fast-paced SaaS environment. About you: You will provide an excellent customer experience from the point of order and through the life time of their relationship with Access. This includes setting up, training and launching customers with their new software as well as delivering additional consultancy and services to help existing customers. This team is measured on customer satisfaction, utilisation, management of projects & timelines and contributing to team development/performance improvement. Day-to-day, you will:

• Onboarding new customers as per the standard remote methodologies we utilise, FlightPath. Managing project backlog to successful conclusions Managing the relationship with customers Taking responsibility of own product knowledge development to support your ability to Onboard Production of high quality collateral including video tutorials and training documentation Continual improvement of processes to ensure our service develops on an
ongoing basis Your skills and experiences might also include:
• Customer Service Excellence: Passion for delivering outstanding customer experiences, with strong communication skills, an excellent telephone manner, and the ability to build relationships effectively. Analytical and Process Improvement: Strong problem-solving skills and a proactive drive to improve systems, workflows, and onboarding processes, supported by knowledge of accounting and financial software. Time Management and Organization: Ability to plan, prioritize, and manage multiple projects while maintaining up-to-date project administration and delivering results efficiently. Technical Proficiency: Quick learner of education applications and technologies, with strong Excel and data skills to handle data imports, analysis, and reporting. Desirable Experience: Customer-facing experience, familiarity with relational databases, web technologies, and Access products, along with AAT qualification and
interest in education and financial software. Data manipulation and importing. What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together. Love Work. Love Life. Be You.