Onboarding and Customer Success Manager

Interested in joining the team? Please contact me here on LinkedIn through direct message for more information.

Company Description

R U OUT is an innovative incident management platform designed to enhance emergency response operations. By providing real-time communication, tracking, and reporting, the platform helps to improve response times, reduce risks, and optimise efficiency. Focused on life-saving outcomes, R U OUT aims to support emergency teams in their critical work. With its commitment to operational excellence, the platform is a trusted solution in the field of emergency management.

Role Description

The Onboarding & Customer Success Manager is responsible for managing customer implementations, onboarding, and ongoing customer success for the R U OUT platform. This role ensures customers experience a smooth rollout process, remain supported throughout implementation, and continue to successfully use the platform post go-live.

The role involves coordinating multiple rollout projects, developing implementation plans and timelines, facilitating training, and maintaining proactive communication with customers and stakeholders throughout all stages of the project.

Key Responsibilities

• Manage end-to-end customer onboarding and software implementations.
• Develop and coordinate rollout plans, timelines, and project schedules.
• Maintain regular communication with customers throughout implementation and post-rollout support.
• Ensure customers remain engaged, supported, and satisfied during and after onboarding.
• Coordinate training sessions and assist with platform adoption.
• Manage multiple projects and assets simultaneously while ensuring timelines are met.
• Work collaboratively with internal teams, trainers, and stakeholders to deliver successful outcomes.
• Identify and resolve rollout issues proactively while maintaining customer confidence.

Skills and Experiences

• Strong customer service and relationship management skills.
• Excellent communication and organisational abilities.
• Experience managing projects, timelines, and multiple stakeholders.
• Ability to maintain professionalism and problem solving focus under pressure.
• Experience implementing or rolling out software platforms is highly desirable.
• Experience working with major companies, multi-site environments, or multiple assets is a strong advantage.
• Experience in SaaS, customer success, onboarding, or implementation roles preferred.

Personal Attributes

• Customer focused and solutions driven.
• Highly organised and proactive.
• Strong attention to detail and accountability.
• Professional, approachable, and confident communicator.
• Able to build strong customer relationships and deliver a positive onboarding experience.

This new role is expected to start Mid June.