Onboarding Specialist

About the Role

Join carsales, a leading online vehicle marketplace dedicated to enhancing the buying and selling experience. Since 1997, we've been innovating to shape how people move today and in the future. We're evolving as a company while maintaining an agile, team-oriented environment where authentic connections and continuous learning are valued.

Our vision is to be a global leader in online vehicle marketplaces, driving innovation globally. We embrace hybrid work flexibility, combining remote work benefits with in-person collaboration opportunities to support employee wellbeing through various policies and leave options.

What You'll Do

• Oversee the complete onboarding journey of new clients, ensuring a smooth transition from contract signing to active usage of our SaaS platform.
• Provide custom product training tailored to each client's subscription plan, product suite, and users' experience levels.
• Support existing clients adopting additional products or features through efficient onboarding and targeted training programs.
• Act as the main liaison during onboarding, managing client expectations, responding to inquiries, and delivering ongoing support.
• Coordinate all onboarding activities, maintain accurate documentation, track progress milestones, and uphold consistent service quality.
• Collaborate with the Integrations team to facilitate system connections and communicate integration status and requirements.
• Keep onboarding resources, CRM entries, and client communications up to date for transparency and accuracy.
• Identify and suggest improvements for onboarding workflows to shorten time-to-value and enhance customer satisfaction.
• Assist Customer Success teams with re-engagement efforts through refresher training and product introduction sessions to maximize adoption.
• Ensure seamless handoffs to Customer Success and Enterprise Customer Success teams with clear visibility of onboarding progress and remaining tasks.
• Work cross-functionally across Sales, Customer Success, and Integrations departments to ensure a cohesive customer experience.

Who We're Looking For

• Experienced in onboarding, client implementation, training, customer success, account management, or client services within SaaS, tech, or subscription-based businesses.
• Capable of managing multiple client onboarding projects simultaneously while prioritizing effectively and meeting deadlines.
• Strong verbal and written communication skills with the ability to deliver interactive training sessions to users with diverse technical knowledge.
• Experience conducting training both online and in-person, and creating or updating training materials and support documents.
• Excellent project coordination and administrative capabilities focused on accuracy, organization, and ongoing process enhancements.
• Familiar with maintaining CRM data, tracking client activities, onboarding progress, and follow-ups.
• Adept at collaborating across teams such as Sales, Customer Success, Product, and Technical groups to build strong working relationships.
• Highly organized with keen attention to detail and the ability to juggle competing priorities in a dynamic environment.
• Background in software implementations, platform setups, product adoption strategies, or customer enablement initiatives.
• Experience working with system integrations or managing technical requirements from a client-facing perspective.
• Strong problem-solving aptitude with an ability to identify client challenges, provide effective solutions, and escalate issues when necessary.
• Good understanding of SaaS subscription models, onboarding best practices, and factors that drive product adoption and customer engagement.
• Qualifications include a degree in Business, Commerce, Marketing, Education, or a related field, or equivalent practical experience.
• Familiarity with automotive, industrial, equipment, leisure, or similar industries is a plus.

Additional Information

• We are an equal opportunity employer committed to fostering a diverse and inclusive workplace welcoming candidates of all backgrounds, identities, abilities, and experiences.
• Reasonable adjustments are available during recruitment for candidates with disabilities to ensure full participation.
• We value work-life balance and offer flexible working arrangements, including part-time options on request.
• We pledge to respond to every applicant as part of our commitment to transparent recruitment practices.
• Successful applicants must complete a National Police Record Check and hold full-time Australian work rights.

Benefits

• Recognized as one of Australia's Best Workplaces™ and a Family Friendly Workplace, endorsed by WORK180.
• Collaborative and engaged team environment with opportunities for professional growth and learning from talented colleagues.
• Generous parental leave: 24 weeks for primary caregivers, 4 weeks for secondary caregivers, and 6 weeks of paid gender-affirming care leave.
• Regular hackathons, ongoing learning occasions, and initiatives promoting mental, emotional, and physical wellbeing.