Public workshop · Live online
Customer Onboarding Conversations for SaaS Implementation Teams
09:30–14:30 UK time · GMT
Practise the customer conversations that turn a SaaS sale into a clear implementation start: checking expectations, explaining responsibilities, surfacing readiness gaps and agreeing useful next steps across sales, implementation and customer success.
- Microsoft Teams
- Maximum 4 participants
- English
- 4 training hours + lunch
Who is this for? SaaS implementation consultants, onboarding specialists, customer success managers and project managers who lead new-customer kick-offs, handoffs or readiness discussions.
Workshop agenda
| Time (GMT) | Session | What you will practise |
|---|---|---|
| 09:30–10:00 | What the customer thinks it bought | Review a fictional SaaS sale-to-implementation brief. Compare the customer’s expectations with the agreed scope and identify language that needs checking before kick-off. Your output: A short expectation checklist distinguishing confirmed commitments, assumptions and open questions. |
| 10:00–10:45 | Carry the context through the handoff | Explore the workflow, decision owners and dependencies missing from a handoff. In pairs, practise questions that recover useful context from sales and customer colleagues. Your output: A concise handoff brief with the customer objective, relevant commitments and information still needed. |
| 10:45–11:30 | Build a customer kick-off people can use | Shape an opening and meeting outline around purpose, responsibilities and the next milestone. Practise explaining what the customer needs to contribute and checking its understanding. Your output: A kick-off outline and a clear explanation of 1 customer responsibility. |
| 11:30–12:30 | Lunch break | Optional 10-minute 1-to-1 video check-in with Paul to review feedback and focus your afternoon practice. |
| 12:30–13:15 | Practise the readiness conversation | Each participant leads a short observed exchange about a missing process owner, delayed data or unclear approval. Feedback examines questioning, clarity and ownership; colleagues rotate customer and observer roles. Your output: Individual observations from 1 customer conversation and a specific exchange to refine. |
| 13:15–14:00 | Refine the response and close clearly | Repeat the selected exchange after feedback. Then practise summarising actions and dependencies when the customer wants to proceed before a readiness requirement is resolved. Your output: A refined response and a meeting record showing actions, owners and unresolved dependencies. |
| 14:00–14:30 | Prepare the next real onboarding meeting | Apply the approach to a safe workplace example or the shared case. Choose 2 observable communication actions and decide what evidence would help you review their use. Your output: A personal application plan with a meeting opportunity and review prompt. |
Preparation and follow-up
Before the workshop
Allow 15–20 minutes to complete an onboarding snapshot and draft a kick-off opening. Use the supplied case or an approved, anonymised example.
After the workshop
Submit a revised kick-off outline and readiness-action summary. Use the feedback to choose 2 priorities for workplace application.
Your individual report comments separately on the written outline and action summary, and on the conversation behaviours observed during workshop practice. It identifies 2 practical priorities for your next customer onboarding conversation.
Bring: an approved, anonymised onboarding example or use the supplied case. Omit customer names, credentials, personal data and confidential project documents.
Direct booking · GBP
Workshop prices
Book 1 place or all 4 for your company.
Super early birdPrice and closing date to be confirmed
Early birdPrice and closing date to be confirmed
| Booking | UK total including 20% UK VAT | Eligible non-UK business total without UK VAT |
|---|---|---|
| 1 participant | £180£150 + £30 UK VAT | £150Per participant |
| 1 company · All 4 places10% company discount | £648£540 + £108 UK VAT £162 per participant | £540£135 per participant |
Non-UK business bookings: we confirm business status, the receiving establishment and applicable taxes before invoicing. UK VAT applies to private individual bookings, including overseas individuals.
Interested in booking?
Tell us the workshop and number of places. We confirm availability, VAT treatment and booking-specific cancellation/refund terms, then send an invoice with Starling bank-transfer details. Places are confirmed after payment. Booking terms.
Or email training@newskilz.com.
Practical information and confidentiality
- Join on a laptop or desktop with a microphone, camera and reliable internet connection. Microsoft Teams joining instructions are sent by email.
- Participants may come from different companies. Attendance is subject to a confidentiality agreement covering NewSkilz and every participant. Use demo environments or fictional data; exclude customer information, passwords and sensitive material.
- The live workshop must not be recorded, photographed or transcribed. Screenshots, automated transcription and AI meeting assistants are not permitted.
- Preparation and follow-up submissions are sent privately to NewSkilz and will not be shared with other participants without your permission.
For access requirements or learning needs, contact NewSkilz before booking so we can discuss suitable arrangements.
Workshop questions
Is this training on configuring SaaS software?
The focus is customer communication around onboarding. Technical specialists and approved project information remain authoritative for configuration and implementation decisions.
Can I join without managing the whole implementation?
Yes. The practice suits people who own a customer handoff, kick-off contribution or readiness discussion within a wider project.
Will I need to share a real customer project?
No. The fictional case provides a complete starting point. Your own approved, anonymised situation is optional.
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