We are looking for an Onboarding Specialist to work on a fixed‑term contract (expiry January 2027) in Melbourne. In this role you will guide new customers through their implementation journey, build relationships, and help them achieve a successful go‑live.
Key Responsibilities
- Manage end‑to‑end customer implementations simultaneously, coordinating timelines, milestones and activities on a typical 7–10 week journey.
- Build trusted customer relationships, manage expectations, identify issues early and keep customers engaged.
- Coordinate data migration activities using Excel and our import tools, develop product knowledge, troubleshoot challenges and recommend best‑practice use of the Xplor platform.
- Collaborate with cross‑functional teams (Sales, Training, Account Management, Support) to deliver a seamless customer experience.
- Independently manage multiple customers and your own calendar, maintaining accurate records and documentation.
- Communicate professionally and effectively, provide regular updates, and contribute to improvements across the onboarding team.
Qualifications
- 1–2 years of experience in an onboarding or implementation role, ideally in a SaaS or technology business.
- Experience managing onboarding or implementation projects that span several weeks, coordinating multiple activities and milestones.
- Experience using a CRM (preferably Salesforce) to manage the onboarding process.
- Robust proficiency in Microsoft Excel or data management.
- Excellent written and verbal English skills.
- Exceptional relationship‑building skills with a confident phone manner and active listening.
- Ability to communicate complex ideas in an easy‑to‑understand way.
- Empathic, emotionally intelligent and driven to provide an outstanding customer experience.
- Must be an Australian citizen or have eligibility and documentation demonstrating the right to work in Australia.
Benefits
- Hybrid and flexible working model (1–2 days per week in Melbourne CBD office, remainder remote).
- Paid parental leave benefit programs.
- Three extra days off for volunteering and community engagement.
- Access to free mental health support.
- Flexible working arrangements.
EEO and Equal Opportunity
We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. To be considered for employment you must be legally authorised to work in the location you are applying for. Xplor does not sponsor visas.