Client Onboarding and Training Manager

Client Onboarding and Training Manager

Sheffield, South Yorkshire, United Kingdom 

Salary: £40,000 basic plus commission (OTE £50k)

In this brand-new role as UniHomes’ Client Onboarding and Training Manager, you will play a pivotal role in ensuring the seamless integration of new agent partners into the UniHomes family, driving early success, and setting the stage for long-term, high-performing partnerships. You will be our new clients’ primary point of contact, providing comprehensive training and support to help them maximise product adoption and their potential with our platform. This role will be hybrid/office based in Sheffield, with occasional travel/client visits in person. 

Key responsibilities:

• Build strong relationships with new clients, acting as their primary point of contact throughout the onboarding process. Ensure a seamless transition and handover from the sales team upon instruction and to the account management team upon completion of onboarding.
• Conduct thorough onboarding sessions for new clients, covering platform features, best practices, and key performance indicators (KPIs); guiding clients through dashboard walkthroughs, ensuring they understand how to navigate the platform effectively.
• Design and deliver comprehensive training programs to equip clients with the knowledge and skills to succeed, ensuring that new clients’ staff members are fully comfortable in their role promoting the benefits of UniHomes to tenants at viewings and tenancy sign-ups.
• Develop and implement a standardised onboarding process, including checklists, templates, and training materials incorporating a mix of self-paced learning modules and instructor-led sessions to be delivered remotely. 
• Collaborate with the Marketing team to develop engaging onboarding materials and develop and maintain a comprehensive resource centre, including FAQs, tutorials, video walk-throughs and best practice guides.
• Develop and administer assessments to measure knowledge retention and identify areas for improvement.
• Provide ongoing support and training to existing clients, including top-up sessions and refresher courses. 
• Monitor client performance and provide guidance and support to help them achieve their goals.
• Monitor client engagement, usage, and satisfaction metrics to measure onboarding success, identify areas for improvement and enhance the onboarding process.
• Continuously refine and improve the onboarding process based on data-driven insights and customer feedback.
• Collaborate with and provide feedback to product teams on platform features and usability to improve the client experience.
• There will be the potential to build and manage a team of training and onboarding consultants over time.

Skills and experience:

• Proven experience in software training and implementation/client integration in a B2B/Software/SaaS/PropTech environment.
• Strong interpersonal and communication skills and a consultative approach, with the ability to build rapport and influence others.
• Excellent organisational and time management skills.
• A passion for technology and a keen eye for detail.
• A self-starter with a positive attitude and a can-do approach.
• Experience with CRM systems (e.g., Salesforce) is preferred.
• An understanding of the student lettings landscape and market would be advantageous.

About us: 

UniHomes has been named the fastest-growing technology company in Yorkshire and the Northeast in the 2023 Deloitte UK Technology Fast 50. We are also incredibly proud to have been officially certified as a Great Place to Work® (GPTW®).
 
Our industry-leading property search portal and utility management service enables our established and ever-increasing network of letting agent partners, to offer hassle-free all-inclusive accommodation to our growing and strong community of university students, who are actively seeking their perfect shared house. We are taking the market by storm, currently in over 60 university cities and towns across the UK, and we have huge ambitions for 2025.
 
Founded by three Sheffield property entrepreneurs in 2015, we have experienced remarkable growth and now have a team of almost one hundred at our Sheffield City Centre office. With recent minority investment from LDC we are scaling up our teams ready to conquer new horizons. There couldn’t be a more exciting time to join us.


We are a team driven and united by our core values:

• Lead the Way
• In it Together 
• Customers Matter
• Keep it Simple 
• Rise Above Challenges 
• Make it Happen

What do you get when you work here?

With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture. We are incredibly proud to have been officially certified as a Great Place to Work® (GPTW®) and an accredited Living Wage employer - all our employees earn a fair living wage above the government minimum wage.

Working in our stunning new office at New Era Square in the centre of Sheffield, you will get complimentary breakfast, hot & cold drinks, snacks, pool table, holidays, length of service days, voluntary day, enhanced pension scheme, pension salary sacrifice scheme, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee of the month award, refer a friend scheme, staff discounts, mental health and financial support, and company social events. 

At UniHomes we are committed to fostering an inclusive and diverse workplace where everyone can thrive and which values individuals for their unique perspectives. We welcome candidates from all backgrounds, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Please let us know if you require any reasonable adjustments to make the recruitment process more accessible to you.

We do not accept CV submissions from recruitment agencies. Direct applications from individual candidates are encouraged. Thank you for your understanding.