EMEA Customer onboarding Lead
On-site · London, England, United Kingdom
Job Summary
Lead regional onboarding programs across in-market teams in the EMEA region, ensuring adherence to global standards, SLAs and best practices; establish and enforce a regional onboarding framework with documentation, milestones and reporting; monitor onboarding KPIs and drive performance improvements; oversee end-to-end onboarding from Sales handover to go-live, validating contractual, technical, security and compliance requirements prior to activation; drive on-time delivery of milestones; partner with regional Sales to ensure seamless deal-to-delivery transitions; coordinate cross-functional collaboration with Sales, Operations and Implementation; identify risks and implement mitigations; standardise workflows, drive automation to reduce time-to-revenue; lead and develop in-market onboarding managers/specialists; train teams and contribute to global onboarding strategy; measure success via regional SLA performance, time-to-live/time-to-revenue, consistency of onboarding experience, 90-day customer satisfaction, and escalation reductions.
Required Qualifications
- High school diploma or equivalent required. A bachelor's degree in business, communications, or a related field is a plus.
- 5+ years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory position.
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