Onboarding Specialist/Implementation Manager |

AI Ecommerce Operations Platform | Sydney

$130K–$140K base + super + ESOP | Hybrid (Surry Hills)

I'm working with a quick-growing, well-funded ecommerce operations platform ($4M seed, recently past $1M ARR) that's redefining what "proactive" customer experience looks like for mid-market Shopify Plus retailers. Their tech watches every order from purchase through delivery and returns, catches problems before customers ever notice, and fixes them automatically. Think of it as the layer that sits upstream of your helpdesk and tracking tools — stopping issues before they become tickets.

I'm looking for an Onboarding Specialist to own the customer journey from signed contract to live, working system — and to build the playbook that scales this function across AU and beyond.

What you'll be doing

1. You'll run the full 30-day go-live for every closed deal: discovery, configuring the platform against each customer's stack (Shopify, Gorgias, Zendesk, Klaviyo, ShipBob, ReCharge, AfterShip and more), building brand-specific detection rules, testing, training the customer's CX team, and handing off cleanly.
2. You'll also join late-stage sales calls so customers meet their implementation owner before they sign — reducing handover friction and letting you scope the work properly from day one.
3. Beyond individual go-lives,



you'll be building the implementation playbook itself — every config pattern and integration lesson you capture becomes the foundation for the next hire and for an auto-onboarding system that will eventually absorb the manual work.
4. You'll also be the first line of sight into product gaps, feeding what customers actually need straight back to the product team.
5. This is a role with real influence over how a category-defining product scales its delivery function — not just a seat filling tickets.

What I'm looking for

- You've spent 3–5+ years as an Implementation Manager, Solutions Engineer, or Technical Account Manager in commerce SaaS — companies like Gorgias, Klaviyo, Loop Returns, Yotpo, Attentive, ReCharge, AfterShip or Narvar — or you've come up through an OMS/ERP integration background. You've personally taken five or more brands live and you know exactly what breaks during implementation and how to stop it before it does.
- You're technical without being an engineer: comfortable scoping and configuring integrations across Shopify, helpdesk, fulfilment and customer-comms stacks on your own, and you know your way around APIs, webhooks and event payloads.
- You're genuinely AI-native — using tools like Claude and Cursor in your daily workflow, not just aware of them.
- You run a disciplined 30-day clock and protect it fiercely, while staying empathetic to the customer on the other end of it. You know the smoothest go-lives come from the most disciplined IMs.

The details

- Location: Sydney-based only — Monday, Tuesday and Friday in the Surry Hills office, Wednesday and Thursday from home
- Salary: $130K–$140K base + super + ESOP

If this sounds like your kind of challenge, I'd love to hear from you.

📌 Onboarding Specialist (Sydney)
🏢 Talent Forge Group
📍 Sydney