Onboarding Specialist (Software)

About the opportunity

Join our Xplor Education Vertical on a 12 month Fixed-term contract as an Onboarding Specialist in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the Manager of Implementation, you’ll help new customers get their business optimally set up on the platform, trained on its use, and ensuring their journey is as easy and simple as possible. Some of the other responsibilities you’ll have:

• Manage post-sales process for customers using strong product knowledge, relationship-building, and project management skills
• Act as a trusted advisor for new and existing customers by guiding them through the implementation and adoption of the full Xplor product suite
• Collaborate with the Account Executives (Sales) during the customer’s transition to the post-sales team
• Ensure a smooth transition from Onboarding to Support once the service is live.
• Work with the data team to migrate data across from other systems during the initial onboarding
• Project management of the customer's schedule and onboarding timeline according to launch
• Provide technical guidance to help customers use the system successfully
• Provide customer training through the onboarding process and maintain training documentation  
• Proactive outreach to assigned customers regarding any known product issues or updates

For this position, we offer a hybrid and flexible working model, where you’ll spend 1-2 days per week in our Melbourne CBD office and the rest is your choice to work in the office or work from home.

Please note this is a fixed-term contract until September 2025.

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

• 1-2 years of experience in an onboarding or implementation role, ideally in a similar SaaS or technology business
• Experience using a CRM to manage the onboarding/implementation process, ideally Salesforce
• Strong proficiency in Microsoft Excel and data management
• Excellent written and verbal English skills
• Exceptional relationship-building skills with a confident phone manner and active listening skills
• Ability to communicate complex ideas in ways that are easy to understand  
• Empathic, emotionally intelligent, and driven to provide an outstanding customer experience
• Must be an Australian citizen or have eligibility and documentation demonstrating your right to work Australia

At Xplor, we believe that the best innovation and ideas happen at the intersection of differences - people of different cultures, generations, disciplines, and lived experiences. So even if you think you don’t quite tick all the boxes, we still encourage you to apply.