Senior Onboarding Consultant

Job Description

Sheffield (Hybrid) - 3 days per week in city centre office and 2 days remote/wfh

Who We Are

Goodlord’s mission is to be the gold standard platform for renting, and we’re on the hunt for a Senior Onboarding Consultant, reporting directly to the Onboarding Team Lead, to help us achieve this.

About the role

As a Senior Onboarding Consultant, you'll take on a role of significant responsibility by project managing system customisation and being the main point of contact for the customer, as well as the customer’s advocate within the business.

In this role, you’ll be responsible for managing the customer lifecycle for a client’s first 2 months with both the core Goodlord platform and our Goodlord Payments products. This will include training new users and completing high impact calls daily to drive value for the customer by helping them to adopt the suite of products Goodlord has to offer.

Your day-to-day will involve:

• Platform training: Proactively lead training sessions on our platform, rent collection and accounts training for new users, ensuring new users fully grasp both the "how" and the "why" behind adopting Goodlord processes.

• Project Management: Track and manage key milestones, escalating where necessary to ensure we don’t just meet customer expectations, but exceed them.

• Consultative Change Management: Use a strategic approach to guide customers through the transition to tech-led processes, making business change feel seamless for first-time adopters.

• Relationship & Health Tracking: Use data and Customer Health Scores to coordinate regular touchpoints, proactively driving overall satisfaction and long-term account health.

• Value Maximisation: Deep-dive into customer success metrics and new feature releases to ensure our agents are constantly getting the most out of Goodlord’s latest innovations.

What we need from you

• You’ve built your experience in Onboarding, Customer Success or Account Management within a SaaS environment, managing large-scale accounts and navigating complex customer journeys.

• You’re a proactive operator who can juggle priorities with ease, and you’re comfortable stepping up to support on team leadership when needed.

• You’re as confident having tough, consultative conversations as you are celebrating wins -with the credibility and interpersonal skills to build genuine trust with customers.

• You bring an analytical, resilient and flexible approach, using tools like Salesforce or Gainsight to spot opportunities, solve problems and drive outcomes.

• Ideally, you bring some PropTech or Lettings experience, and you thrive in a fast-paced, high-growth environment where things move quickly and expectations are high.

What's in it for you:

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

What’s next?

If you’re ready to help us on our mission to be the gold standard platform for renting, then click apply (2-3 minutes)!

A full job spec is available on request.

Goodlord wants applicants from all backgrounds and walks of life. We are an equal opportunity employer committed to creating an inclusive environment where people can do their best work. If there is anything you need to participate fully in the interview process, we’d love to hear about that - please just include it in your application. Come and join us!

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

Regrettably we are not able to provide sponsorship for this role.

No agencies please - we have tried and trusted partners we would turn to should we require support.