Onboarding Coordinator

About the role

This position is dedicated to guiding new operator partners through their initial setup process with Playson. You will be responsible for managing the entire onboarding journey, from the moment a contract is signed until the product is fully launched and operational. The role requires coordinating efforts across various internal teams and external partners to ensure a smooth, efficient, and timely market entry for each new client. You will serve as the main point of contact for customers during their onboarding, providing support, clear communication, and ensuring all steps are completed successfully. The ideal candidate will have strong project management skills, technical understanding, and the ability to build positive relationships with clients and colleagues alike. This is a full-time on-site role based within the European Union, working within the Commercials team to facilitate rapid and successful product rollouts.

Key facts

What you'll do

• Oversee the entire onboarding process for new operator partners, from the initial signed agreement to the live operation of their products.
• Manage multiple onboarding and integration projects simultaneously across different global markets, ensuring each is completed on time and within scope.
• Act as the primary point of contact for customers during their implementation phase, addressing questions, providing updates, and managing expectations to ensure a positive experience.
• Collaborate closely with the Technical Integration team to coordinate API setups, product configurations, and readiness for launch, ensuring technical requirements are met efficiently.
• Work alongside Sales, Compliance, Legal, Finance, and Account Management teams to ensure all onboarding deadlines are achieved and all necessary documentation and approvals are in place.
• Develop, maintain, and update detailed project plans, timelines, and checklists, proactively identifying and resolving potential issues to avoid delays.
• Organize and coordinate commercial launch activities, including game placement, promotional efforts, and marketing support, to maximize the success of each new operator's market entry.
• Keep customers informed throughout the onboarding process by providing regular updates, managing expectations, and ensuring transparent communication at every stage.
• Continuously review and improve onboarding procedures and project management techniques to increase efficiency, reduce onboarding times, and streamline processes.
• Build and maintain strong relationships internally with cross-functional teams and externally with partners, ensuring high levels of customer satisfaction and support.
• Support the development of onboarding documentation, guides, and training materials to facilitate smoother processes for future projects.
• Monitor project progress, report on key metrics, and contribute to team meetings to ensure alignment with company goals and client expectations.
• Assist in resolving technical or operational issues that may arise during onboarding, leveraging problem-solving skills and technical knowledge.
• Participate in ongoing training and development activities to stay current with industry best practices, internal tools, and company policies.
• Contribute to a collaborative team environment by sharing insights, feedback, and best practices to enhance overall onboarding quality and efficiency.

Requirements

• At least 3 years of experience working within the B2B iGaming sector, with a focus on onboarding, implementation, or customer success projects.
• Proven track record managing customer onboarding processes, technical integrations, or product launches in a fast-paced environment.
• Strong project management skills, with the ability to handle multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Good understanding of API integrations, technical implementation processes, and product release cycles.
• Excellent communication skills, capable of building relationships with both customers and internal teams, and conveying technical information clearly.
• Strong organizational abilities, with attention to detail and the capacity to develop and follow comprehensive project plans.
• Commercial awareness and confidence to manage customer expectations, support product launches, and contribute to business growth.
• Proactive, solution-oriented mindset with the ability to identify issues early and implement effective resolutions.
• High level of ownership and accountability, with the ability to work independently and as part of a team.
• Experience with project management and collaboration tools such as Jira, Asana, Monday.com, or ClickUp.
• Ability to work under pressure while maintaining professionalism and delivering results.
• Fluency in English; additional languages are considered a plus but are not mandatory.

Nice to have

• Experience working on the supplier side of the iGaming industry, understanding the challenges and workflows involved.
• Familiarity with Agile project management methodologies, enabling flexible and iterative project execution.
• Previous experience coordinating technical integration projects involving multiple stakeholders and technical teams.
• Basic knowledge of SQL or troubleshooting technical issues related to API integrations and data management.
• Experience in launching new products or coordinating commercial go-live activities, including promotional planning and execution.
• Knowledge of compliance and regulatory requirements within the iGaming industry.

Skills & tools

• Jira
• Asana
• Monday.com
• ClickUp

Practical notes

This role offers a transparent quarterly bonus system based on performance and project success. You will benefit from a flexible work schedule, with the option to work on-site in the European Union. The company provides unlimited paid vacation, including bank holidays, and unlimited paid sick leave, supporting a healthy work-life balance. Professional development is encouraged, with reimbursement for courses and training to support your ongoing growth. The company supplies access to current tools and resources necessary for effective project management and customer onboarding. The recruitment process includes an initial interview with Talent Acquisition, followed by an interview with the Hiring Manager, a practical exercise to assess your skills, and a final interview to complete the selection process.