Project Manager - Client Onboarding

 

 

Project Manager — Client Onboarding

Enterprise implementations · Mission-critical ticketing platform migrations

London (hybrid, with client site travel) · Reports to Customer Success Director · Series A SaaS · Full-time

About Expian

Expian is a SaaS ticketing platform built for the most demanding visitor-economy operators — large heritage

and cultural attractions, ferry operators, and large-scale ticketed events. From timed-entry heritage sites to

the multi-vessel, multi-route operations of carriers like P&O Ferries, through to seasonal events at the scale of

Lapland UK, we handle ticketing complexity others can’t. Every client runs on a single, unified codebase with a

clear product definition — and our pipeline of large, ambitious organisations is growing across heritage,

ferries, events, and new verticals.

For our clients, ticketing is not a peripheral system. It is a mission-critical part of their digital infrastructure —

the point where revenue, operations, and customer experience meet. When a large organisation chooses

Expian, it is usually replacing an incumbent platform as part of a wider digital transformation. These projects

combine the Expian core product with enhancements, customisations, and integrations into the client’s

existing or revamped digital estate. We are hiring a Project Manager to own these onboarding projects from

start to finish.

The opportunity

You will be the person a major client trusts to take them from signed contract to live operations. That means

running a complex, high-stakes replacement programme: a platform their business cannot function without,

deadlines anchored to real-world events (a season opening, a sailing schedule, a ticket on-sale date), and

stakeholders ranging from operations teams at the gate to CIOs running a broader transformation.

These are not cookie-cutter rollouts. A typical project requires engagement through the sales cycle and the

delivery spans discovery, design, build, configuration of the Expian core, enhancements to it, customisations

for the client’s operating model, and integrations with the systems around it — payments, CRM, access

control, finance, e-commerce, and whatever else lives in the client’s digital infrastructure. You will not deliver

any of this alone: your job is to orchestrate and govern — pulling in Expian’s product, engineering, support,

and commercial expertise at the right moments, and holding the whole project to scope, schedule, and

budget.

 

 

 

What you’ll own

End-to-end project delivery

● From contract to go-live: own the full onboarding lifecycle — discovery, solution design, planning,

configuration, integration, migration, testing, training, cutover, and hypercare — for one or more

enterprise clients at a time.

● On-time, on-budget: build and maintain realistic plans with clear milestones, dependencies, and critical

paths anchored to the client’s immovable dates. Track budget and margin, and flag deviations early — not

after the fact.

● Scope and change control: keep a firm, documented line between core product, agreed enhancements,

customisations, and integrations. Run disciplined change control so scope evolves deliberately, not by

drift.

● Cutover and go-live: plan and execute the switch from the incumbent platform — data migration, parallel

running where needed, rollback plans, and a go-live the client’s leadership can sleep before.

Client leadership

● Single point of accountability: be the client’s trusted day-to-day lead — the person who always knows

the plan, the risks, and the next decision needed.

● Stakeholder management: operate comfortably from the ticket office to the C-suite. These projects sit

inside wider digital transformation programmes, so you will coordinate with client-side programme

managers, IT leads, and third-party vendors.

● Communication: run project governance the client respects — steering meetings, status reporting, RAID

logs, and honest escalation. No surprises, in either direction.

● Change readiness: make sure the client’s people are ready, not just their systems — training, process

change, and operational rehearsal before the first real visitor, passenger, or ticket buyer arrives.

Technical orchestration

● Speak the language: you are not the engineer, but you understand API-first architectures well enough to

lead integration discussions credibly — REST APIs, webhooks, authentication, data flows, and

environment management.

● Integration delivery: coordinate integrations between Expian and the client’s digital estate — payment

providers, CRM, access control, finance systems, e-commerce fronts — across Expian engineers, client IT

teams, and third parties.

● Requirements to solution: translate client requirements into clear, testable specifications with Expian’s

product and engineering teams; know what is configuration, what is enhancement, and what is

customisation — and what each costs.

● Data migration: own the plan for migrating bookings, products, customers, and history from the

incumbent platform, with validation the client signs off on.

Working the Expian system

● Call in the right expertise: know when to pull in product, engineering, support, security, or commercial

colleagues — and brief them well enough that their time counts.

● Playbook building: contribute to and continuously improve Expian’s repeatable implementation

playbook, so every onboarding is faster and more predictable than the last.

 

 

● Handover to steady state: land each client cleanly into support and customer success, with

documentation, known-issues lists, and a relationship that starts healthy.

● New ways of working: Expian is becoming an AI-native company — we use AI to deliver more value,

quicker. You’ll be expected to embrace AI-assisted ways of working in how you plan, document, and

communicate.

What success looks like (first 12 months)

● Your first enterprise onboarding delivered on time, on budget, and at the agreed scope — with a client

who would act as a reference.

● Go-lives that hold: no missed sailings, lost peak weekends, or failed on-sales attributable to the

implementation.

● Integrations delivered predictably, with clear specifications, tested interfaces, and no lingering ambiguity

about who owns what.

● A measurably stronger implementation playbook — templates, checklists, and lessons learned that make

the next project faster.

● Expian experts brought in at the right moments and used well — colleagues should see your projects as

well-run, not chaotic.

● Clean handovers into support and customer success, with clients set up to grow, not just to go live.

Who you are

We expect strong delivery instincts formed on similar projects, enough technical depth to be credible in an

integration conversation, and the communication skills to hold a complex programme together. You probably

tick most, but not all, of the boxes below.

Must-haves

● 5+ years of project management experience delivering software implementations for large SME and

enterprise organisations— ideally replacing or migrating a business-critical platform, not greenfield

rollouts alone.

● Experience delivering projects that sit inside wider digital transformation programmes, coordinating with

client-side programme teams and third-party vendors.

● Technical fluency: comfortable with API-first architectures, integration patterns (REST, webhooks, batch),

environments, and data migration — able to challenge and be challenged in a technical discussion

without running the code yourself.

● Track record of on-time, on-budget delivery with disciplined scope and change control on projects

combining product configuration, customisation, and multi-system integration.

● Excellent communication skills, written and verbal — able to run governance with C-level stakeholders

and detailed working sessions with engineers, and to keep both honestly informed.

● Outstanding organisational skills: plans, dependencies, risks, actions, and decisions are always current,

visible, and owned.

● An orchestrator’s mindset: you deliver through others, know when to call in specialist expertise, and

make the people you pull in more effective, not busier.

● Calm under pressure: go-lives anchored to real-world dates don’t move — you plan for that and hold your

nerve when it matters.

 

 

Nice-to-haves

● Experience in ticketing, or in adjacent domains: visitor attractions, heritage/cultural sector,

transport/ferry/transit, live events, or hospitality tech.

● Experience on either side of a ticketing platform replacement — vendor or client.

● A formal delivery qualification (PRINCE2, PMP, Agile/Scrum) — useful, though we care more about what

you’ve shipped.

● Experience with payment providers, access control systems, or CRM integrations in a transactional

environment.

● First-hand experience of AI-assisted ways of working.

How we work

We’re a London-based team, hybrid by default — typically a few days a week in the office and the rest

wherever you do your best work. This role travels: we are close to our customers, often on-site at attractions,

ports, and event venues, especially around discovery and go-live. We move fast, and we are openly betting

that people using AI will outdeliver people who don’t — we want colleagues keen to embrace that.

Compensation

Indicative range, to be calibrated to experience.

● Base salary: £55,000 – £70,000

● Performance bonus: tied to on-time, on-budget delivery and client satisfaction

● Benefits: private health, pension, 26 days holiday plus bank holidays

How to apply

Send a short note on the most complex implementation you have delivered — what made it hard, and how

you landed it — alongside your CV or LinkedIn, to [email protected]. We aim to come back to every applicant

within two weeks.

Expian is an equal opportunities employer. We hire on talent and trajectory and welcome applicants from

every background.