Customer Onboarding Specialist; Software

Locations

Kettering, Northamptonshire

£35,000 - £45,000 per annum

Kettering (Hybrid - 3 days WFH)

£35,000 - £45,000 DOE

Monday to Friday, 9:00am - 5:00pm

We are working with a well-established, family-run software business operating within a specialist public sector niche, providing systems that support local authorities and bereavement service providers in managing crematorium, cemetery, funeral, and bereavement services.

The business is entering an exciting period of transformation, redeveloping its core platform from a legacy system to a modern cloud-based solution ahead of a planned launch later this year. As part of this growth, they are looking to appoint a Customer Onboarding Specialist to support customer implementation, training, and successful rollout of the new platform.

This role sits within the bereavement services software sector, working closely with organisations responsible for sensitive and essential public services. Experience with in bereavement services, crematorium management, cemetery administration, funeral services, or related software environments would be highly advantageous.

This is a hands-on, customer-facing role focused on onboarding, implementation, and training. You ll ensure customers are successfully set up, trained, and supported as they transition onto the new software platform.

Working closely with an experienced onboarding and IT team, you ll support live implementations and migrations, with genuine progression opportunities into Customer Success or leadership roles as the business continues to scale.

The role would suit someone who enjoys structure, process improvement, and guiding customers through change, particularly within traditional or public sector environments.

• Supporting and coordinating customer onboarding and software implementations
• Delivering structured training sessions remotely and occasionally onsite
• Supporting data migration from legacy systems to the new platform
• Creating user-friendly training guides and documentation
• Coordinating rollout plans and tracking implementation timelines
• Acting as a key point of contact for customer queries during onboarding
• Supporting software adoption within public sector and traditional environments
• Gathering customer feedback and contributing to product improvements
• Supporting sales teams with demos and technical input where required
• Helping improve onboarding processes and delivery efficiency
• Working closely with bereavement service teams and local authority users to ensure smooth transitions onto the platform

• Essential Experience
  • Experience in a customer-facing software role (SaaS, IT systems, or business software)
  • Background in onboarding, implementation, training, or software support
  • Experience delivering training sessions to customers or end users
  • Strong communication skills with the ability to support non-technical users
  • Ability to coordinate multiple onboarding activities and timelines
  • Confident managing customer feedback and resolving issues professionally
• Highly Desirable
  • Experience with in bereavement services, funeral services, crematorium or cemetery administration software
  • Exposure to Customer Success or Implementation environments
  • Experience supporting data migration or system rollout projects
  • Experience working with public sector or traditional industries
  • Ability to create structured training materials and documentation
  • Proactive, organised, and solutions-focused approach

This opportunity will suit someone who enjoys customer-focused software roles where communication, organisation, and process are key. You ll likely enjoy simplifying systems for end users, managing onboarding journeys, and seeing projects through from start to finish.

It will also appeal to someone looking for progression into a future Customer Success or leadership role within a business investing heavily in its product and customer growth.

Candidates who understand the operational nature of bereavement services, or who have supported software users within local authorities or funeral-related environments, are likely to adapt particularly well.

• Small, supportive, and experienced team
• Hybrid working (3 days remote, 2 days office-based)
• Long-standing public sector customer base
• Strong focus on improving systems, processes, and customer experience
• Opportunity to work within a specialist software business supporting essential bereavement and funeral services across the UK

If you re currently working within software onboarding, implementation, training, or customer success and are looking for a role where you can genuinely influence the customer experience of a new platform rollout, this could be an excellent next step.

Impact Recruitment are a recruitment agency working on behalf of our client