Software Onboarding Specialist

Software Onboarding Specialist

Department: Customer Success

Employment Type: Contract / Temp

Location: Duleek

Description

About Bright Software GroupAt Bright, we are powering the digital practice of tomorrow - today.

We deliver products that help accountants, payroll bureaus, and businesses across the UK and Ireland work smarter and win more. From tax and compliance to payroll and practice management, our software is built for the people who keep businesses running.

We believe understanding is the difference between working and winning.

Bright is migrating customers from BTC Desktop to BrightTax, our cloud based tax compliance platform. It's a high priority migration, and the onboarding experience is central to its success.

This is a 12 month fixed term role on the Customer Success team. You'll be the primary point of contact for customers making the move - guiding them through setup, configuration, training, and early adoption until they're confident and productive on BrightTax.

The role suits someone technically capable, genuinely customer focused, and comfortable owning outcomes without being micromanaged.

Key Responsibilities

Customer Onboarding

• Deliver end to end onboarding for customers migrating to BrightTax as part of Bright's cloud migration programme
• Conduct onboarding sessions-remotely-covering product setup, data migration, configuration, and initial workflows
• Identify and resolve technical or process blockers early, escalating where necessary to internal product and support teams
• Ensure each customer reaches a confident, productive state on BrightTax within agreed timescales

Training & Enablement

• Deliver live high level training sessions for customers and their teams when necessary, covering BrightTax functionality relevant to their workflows
• Produce or adapt supporting training materials, guides, and resources to aid customer self sufficiency post onboarding
• Support customers in understanding how BrightTax integrates with the broader Bright product suite, including BrightManager and BrightAP where relevant.

Customer Relationship & Success

• Build strong, trust based relationships with customers during the onboarding period
• Proactively monitor customer progress and intervene where adoption is at risk
• Gather and feedback customer insight - product issues, friction points, feature gaps - to the Customer Success and product teams
• Represent Bright professionally at all times, demonstrating the high standard of service our customers expect

Programme Contribution

• Contribute to the continuous improvement of the BrightTax onboarding process, playbooks, and tooling
• Collaborate with colleagues across Customer Success, Support, and Product to ensure alignment on migration priorities and customer readiness
• Maintain accurate records of onboarding progress, customer status, and outcomes in Bright's Success platform.

What We're Looking For

Essential

• 2 years plus experience in a customer-facing software role - onboarding, implementation, customer success, or technical support
• Technically capable and confident working with SaaS products - you can navigate a new platform quickly and troubleshoot with customers in real time
• Highly customer focused, with a natural ability to build rapport and manage expectations professionally
• Self directed and proactive - you take ownership of your customers' outcomes and do not need to be micromanaged
• Strong communicator, both written and verbal, with the ability to explain technical concepts clearly to non technical users
• Comfortable working alongside AI tools; curious about how technology can make you better at your job.

Desirable

• Familiarity with accounting, tax compliance, or bookkeeping workflows - either through working at an accountancy firm or supporting accounting software users
• Experience working with tax or practice management software
• Knowledge of MTD (Making Tax Digital) requirements and their implications for accountancy firms
• Experience using customer success platforms (e.g., ChurnZero)
• Previous involvement in a software migration or implementation programme