Organisation: Your Call and Rely | yourcall.com.au | relyplatform.com | Certified B Corp

Team: Sales and Customer Success

Location: Melbourne (hybrid)

Type: Full-time (open to contract-to-permanent)

About us Your Call and Rely operate together under common ownership. Your Call is Australia's largest independent speak up and whistleblowing service, trusted for over 20 years by organisations across aged care, financial services, higher education, healthcare, retail and sport. Rely is the SaaS People Intelligence platform behind it: the case management, disclosure and reporting software used by HR, integrity and governance teams to run their programs end to end.

Together, we help organisations build cultures where people feel safe to speak up, and give leaders the evidence to act. We are a purpose-led, B Corp certified team that takes psychological safety seriously - for reporters, for our customers and for each other. The role The Product Specialist owns the space between what a customer needs and how we deliver it.

Organisations come to us with requirements shaped by their sector, their regulatory obligations and the way they already work. Your job is to turn those requirements into a working solution: scope the design, configure the Rely platform, shape the service model with Your Call, and hand a clean, documented setup back to the account owner. The seat is deliberately cross-functional.

You bring solution credibility to sales conversations, precision and pace to implementations, and a customer's-eye view to product decisions. When a requirement does not fit the standard playbook, it belongs to you. That is the purpose of the role, not an interruption to it.

What you'll do Own the implementation process end to end and develop it into a class-leading customer experience.





Scope and design non-standard implementations and service extensions for new and existing customers, across Your Call managed services and the Rely platform.

Configure the Rely platform: forms, workflows, permissions, modules, conditional logic and access settings. No code required.

Run customer setup sessions and produce supporting collateral, including walkthrough videos and tailored guides.

Translate customer requirements into practical platform and service configuration, working with leadership where regulatory interpretation is needed.

Support the sales team with subject-matter credibility and solution design in customer conversations.

Identify expansion opportunities and route them to the commercial team with a clear scope.

Identify product enhancement opportunities and route them to the product team with the customer context attached.

Protect and build on our customer satisfaction record through every implementation you touch. What success looks like 90 days. You have taken ownership of the implementation process, run your first customer setups independently, and mapped where the current experience can be lifted.

Six months. Non-standard requirements route to you by default, implementations run to a documented standard, and sales is pulling you into solution conversations early.

Twelve months. The implementation experience is a reason customers choose us and stay, and you have a track record of scoped expansion and product recommendations behind you. Scope and boundaries You own platform configuration,



implementation design and customer setup communications.

You recommend bespoke subscriptions, upgrade opportunities, product enhancements and process improvements.

You configure, you don't code. Anything requiring platform development goes to our product lead.

What you'll bring Essential: 4 to 8 years in B2B SaaS implementation, onboarding, solutions consulting or sales engineering; strong platform configuration skills; the ability to scope a solution independently; and excellent customer communication.

Desirable: experience in a regulated or sensitive-data domain such as HR case management, employee relations, GRC, compliance, legal tech, HRIS or eLearning. Whistleblowing knowledge is a plus but can be taught. About you Consultative and calm, comfortable translating between stakeholders and the detail of a configuration.

At ease with ambiguity. The requests that don't follow the norm are the job, not the exception.

Meticulous. Form logic and permissions in a whistleblowing platform leave no room for near enough.

Discreet and composed with sensitive material. Confidentiality and psychological-safety awareness are essential.

Energised by problem solving and by delivering commercial outcomes.

Service-oriented, not ego-driven. You make customers and colleagues look positive.

Why us You will do work that matters, in a growing team where your judgement is visible and valued. The role offers the range of a services business and the leverage of a product business in one seat. As a certified B Corp, we hold ourselves to a higher standard on how we treat people and the impact we have. If you want meaningful, varied work over big-company churn, this is a rare seat. To apply, please submit a CV and a short note on why this role suits you.

📌 Product Specialist (Melbourne)
🏢 Your Call Whistleblowing
📍 Melbourne