Technical Onboarding Specialist

Our client is a growing SaaS business whose customer base is increasingly moving towards the mid-market. As customer requirements become more complex, they are looking for a Technical Onboarding Specialist who can understand how customers will deploy their platform and integrate it with their finance systems.

The role sits between Sales, Onboarding and Support. The successful candidate will understand customer requirements and be able to design and deliver implementations accordingly.

The Role

The successful candidate will develop a strong understanding of:

• The client's SaaS platform and how it works.
• The customer’s Accounts Payable (AP) processes and how these will adapt to the platform.
• The finance systems used by customers.
• Mappings between customer finance systems and the platform.
• The client's proprietary integration tool, SmartSync, used with Sage 50 and Sage 200.
• Cloud finance systems including Sage Intacct and Microsoft Business Central.

Experience & Skills The ideal candidate will have:

• Strong IT knowledge across servers, SaaS, SQL, Windows, vibe coding, and APIs.
• An understanding of finance team functions.
• Excellent communication skills, particularly the ability to listen and understand customer requirements and communicate confidently and knowledgeably.
• An innovative mindset with strong problem-solving skills and the ability to think outside the box.
• The ability to work effectively as part of a team.
• SQL & Azure: Strong experience managing and maintaining databases using SQL and Azure, including Azure infrastructure.
• Office 365: Strong familiarity with Office 365 and its components, including OneDrive and SharePoint.
• Windows Servers & Networking: Experience managing Windows-based environments, including services and scheduled tasks.
• Financial Understanding: A reasonable understanding of finance and its impact on technical systems, with the ability to communicate effectively with finance teams.
• APIs: Experience working with APIs, particularly when integrating business-critical applications.
• Critical Thinking: Strong analytical skills with a proactive approach to researching and solving technical problems.
• 5–7+ years' relevant experience within Consulting, Customer Success, or Technical Support.

Potential Backgrounds

Candidates may currently or previously have worked as:

• IT Consultant – with experience consulting on and delivering projects.
• IT Manager – with experience balancing business requirements with technical delivery.
• Finance Manager – with finance-team experience combined with self-taught SQL and server knowledge and an interest in developing further technically.
• Finance SaaS / VAR Consultant – with experience working within finance software businesses such as Sage or Xero.

Day-to-Day Responsibilities

• Pre-sales: Preparing and setting up tailored demonstrations.
• Delivering demonstrations and supporting technical scoping as customer discussions progress.
• Implementation: Working with the Onboarding team on setup and design requirements involving SmartSync or premium integrations such as Sage Intacct and Business Central.
• Building implementation plans and ensuring they are executed correctly.
• Working with existing customers on migrations.
• Post-installation troubleshooting: Acting as the technical lead on challenging implementations and helping get customers back on track.
• Knowledge management: Ensuring the knowledge base remains up to date and creating or updating training and support articles.
• Plugin scoping and/or writing.

Reporting & Team

The role works across Sales, Onboarding, and Support, collaborating closely with stakeholders across the business.