Who are Eque2?

Eque2 Ltd is a leading provider of construction management and ERP solutions, supporting over 3,000 valued clients across the UK and Ireland. We pride ourselves on enabling the successful and reliable delivery of projects within the construction sector, underpinned by our expert account management and dedicated customer service. Certified as a “Great Place to Work” for three consecutive years, Eque2 is committed to fostering a positive workplace culture, prioritising employee wellbeing, and providing opportunities for continual development.

Position Summary
The Customer Onboarding Specialist is responsible for managing a personal caseload of onboarding projects, guiding customers from the point of sale through their implementation, training, and early adoption of our software. This role plays a critical part in delivering a seamless and positive first experience, ensuring customers achieve their go-live milestones and are successfully transitioned to the Customer Success team. This is a varied, fast-paced, and customer-facing role requiring strong communication skills, attention to detail, and the ability to work both independently and collaboratively within a team. 

This position is based in Newcastle and will transition to a hybrid working arrangement after the probation period has ended.

What Success Looks Like
• Onboarding projects delivered to agreed timescales, with key milestones achieved.
• Customers receive clear, consistent training and support during onboarding.
• Customer satisfaction scores (CSAT) are maintained at a high level.
• Accurate and timely updates are maintained in the customer success platform.
• Effective collaboration with internal teams to ensure smooth customer handovers.

Key Responsibilities

Customer Onboarding & Project Delivery
• Manage a portfolio of onboarding projects from sale to handover.
• Deliver live remote training sessions (1-2-1, webinars) tailored to customer needs.
• Demonstrate software features and guide customers through configuration steps.
• Act as the primary contact during onboarding, ensuring customers progress to go-live on time.
• Maintain accurate records of customer progress, activities, and feedback in the customer success platform.

Customer Support & Problem Solving
• Provide first-line technical assistance during onboarding.
• Troubleshoot customer issues and work with technical teams to resolve them promptly.

Collaboration & Communication
• Work closely with the Onboarding Team Lead and other specialists to share best practices.
• Liaise with Sales, Customer Success, Support, and Product teams to ensure a consistent customer experience.
• Provide clear and structured handovers to the post onboarding teams.

Process & Quality
• Follow established onboarding processes, templates, and checklists to ensure consistency.
• Contribute ideas to improve onboarding efficiency and customer experience.
• Uphold professional standards in all customer interactions.

Skills and Competencies
• Excellent written and verbal communication skills.
• Ability to manage and prioritise workload effectively in a fast-paced environment.
• Strong organisational skills with attention to detail.
• Customer-focused approach, with the ability to adapt to change and varying customer needs.
• Confident in delivering training via video calls, webinars, and screen-sharing tools.
• Collaborative mindset with the ability to work effectively across teams.

Experience and Qualifications

Essential:
• Experience in a customer-facing role, ideally in IT, customer success, or technical support.
• Previous experience supporting accounting or cloud-based software.
• Ability to work independently while managing multiple projects.
• Strong problem-solving skills and proactive approach to customer challenges.

Desirable:
• Experience using customer success or onboarding software platforms.
• Exposure to the construction, accounting, or related software sectors.                  •Project  management/onboarding / CSM