Join our Xplor Education Vertical as 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 to the Onboarding Team Lead, you'll work closely with recent customers as they transition to Xplor. You'll guide customers through their implementation journey, build strong relationships, coordinate multiple projects, and help customers achieve a confident and successful go-live. Your responsibilities will include:
- Manage end-to-end customer implementations simultaneously, coordinating timelines, milestones and implementation activities over a typical 7–10 week journey to deliver a smooth transition to Xplor while meeting customer experience, quality and performance expectations.
- Build trusted customer relationships throughout the journey by managing expectations, identifying issues early - keeping customers engaged, informed and on track for a successful go-live.
- Coordinate data migration activities using Excel and our import tools, while developing strong product knowledge to guide customers through the Xplor platform, troubleshoot challenges, and recommend best-practice use of the Xplor platform to support customers' day-to-day childcare operations.
- Collaborate with cross-functional teams, including Sales, Training, Account Management and Support, to deliver a seamless customer experience.
- Independently manage multiple customers and your own calendar, demonstrating strong organisational and project coordination skills while maintaining accurate customer records and documentation.
- Communicate professionally and effectively with customers, colleagues and your team lead by providing regular updates, escalating risks where appropriate and contributing to improvements across the onboarding team.
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.