Onboarding Specialist (Software) - Fixed Term Contract

About Xplor Technologies

Xplor Technologies enhances everyday experiences by providing advanced vertical software, integrated payment solutions, and AI-powered features designed to assist businesses across sectors such as fitness, recreation, golf and clubs, field services, laundry, education, and other membership or service-based industries. Our focus is on simplifying operations, generating insights, and enriching customer and member interactions.

Role Overview

We invite you to join our Education vertical at Xplor as an Onboarding Specialist on a fixed term contract based in Melbourne. This role is pivotal in driving impactful customer engagements, where each communication, development, and design decision contributes to elevating the lives of customers and their communities.

Reporting to the Onboarding Team Lead, you will oversee new customers’ transitions onto the Xplor platform. Your primary function is to guide customers through the implementation journey, nurturing strong relationships, coordinating various projects, and ensuring customers are fully prepared and confident for a successful go-live.

Key Responsibilities

• Manage multiple simultaneous customer onboarding projects, overseeing activities, timelines, and milestones typically spanning 7 to 10 weeks, ensuring a seamless switch to Xplor while maintaining high standards for customer experience and performance.
• Establish and maintain trusted relationships with customers, proactively addressing concerns, managing expectations, and keeping stakeholders engaged and informed throughout implementation.
• Coordinate data migration processes utilizing Excel and proprietary import tools; develop comprehensive product knowledge to assist customers in leveraging the Xplor platform for efficient childcare operations, troubleshooting challenges as they arise.
• Work closely with internal departments including Sales, Training, Account Management, and Support teams to deliver a unified and positive customer journey.
• Prioritize and independently manage your workload and appointments while maintaining precise documentation and customer records.
• Communicate effectively and professionally with customers, colleagues, and leadership by supplying timely updates, escalating any risks appropriately, and contributing to team process improvements.

Contract and Work Model

This is a fixed term contract position ending January 2027. The role offers a hybrid work arrangement requiring 1-2 days per week in our Melbourne CBD office with flexible options for the rest of the days.

Candidate Profile

We seek curious, empathetic individuals motivated by meaningful work. Prospective candidates should align with our core values and excel in dynamic, complex environments. Ideal applicants are strategic and tactical thinkers who prioritize people in all actions.

Essential Qualifications

• 1 to 2 years’ experience in onboarding or implementation roles, preferably within SaaS or similar technology sectors.
• Proven track record in managing customer onboarding projects with multiple milestones and activities across weeks.
• Experience using CRM systems, preferably Salesforce, to handle onboarding processes.
• Advanced skills with Microsoft Excel and data management techniques.
• Strong verbal and written proficiency in English.
• Outstanding interpersonal capabilities with confident telephone communication and active listening skills.
• Ability to simplify complex concepts for easy customer understanding.
• Empathy, emotional intelligence, and a drive to deliver exceptional customer experiences.
• Must possess Australian citizenship or valid work authorization for Australia.

Additional Information

Values at Xplor:

• Innovate continuously to find better solutions.
• Act with integrity and do the right thing.
• Communicate clearly and honestly.
• Collaborate to win as a team.
• Take ownership of outcomes.

At Xplor, you will engage with a global network that fosters growth and excellence, supported by tools and a culture that accelerates development.

Employee Benefits:

• Paid Parental Leave schemes.
• Three additional days off dedicated to community volunteer work (#GiveBackDays).
• Commitment to diversity and inclusion including participation in councils and mentorship programs.
• Access to complimentary mental health resources.
• Flexible working conditions.

Inclusivity & Equal Opportunity:

Xplor encourages applications from all communities, including Aboriginal and Torres Strait Islander peoples. We prioritize fair and transparent hiring practices enhanced, but not determined, by AI tools to assist recruitment.

Legal Notice: Employment requires legal right to work in Australia; visa sponsorship is not available.

We invite candidates to notify us of any accommodations needed during the application or interview processes.