Onboarding Specialist (Software)

About the opportunity

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 into the Manager of Implementation, you’ll help new customers get their business optimally set up on the platform, trained on its use, and ensuring their journey is as easy and simple as possible. You’ll also contribute to other key areas, including offboarding and data migration. Some of the responsibilities you’ll have:

• Lead the customer onboarding journey by managing project timelines, coordinating milestones, and guiding customers through setup and adoption of one of our products. 
• Act as a trusted advisor, delivering clear guidance, product expertise, and implementation based training to ensure customers are confident and ready for launch.
• Collaborate closely with Commercial, Support, and other internal teams to ensure a seamless handover at each stage of the customer lifecycle.
• Provide practical technical support, helping customers configure their account, resolve setup issues, and understand key workflows.
• Work with Data from the Onboarding team - prepare, validate, and troubleshoot customer data imports, ensuring accuracy, completeness, and alignment to deadlines.
• Handle the offboarding queue by responding to requests, capturing churn details, and coordinating accurate closure of access and billing.

A typical day might include jumping on a project call with a client with some onboarding/offboarding tasks in the morning, followed by supporting a Senior Onboarder with an enterprise data migration in the afternoon. Other days may include Welcome Calls or additional data work depending on team needs.

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.