Company Description

Take a seat on the Xplor rocketship and join us as Onboarding Specialist in Melbourne to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

Job Description

The Onboarding Specialist ensures a successful onboarding for new customers whilst laying the foundation for a customer’s long-term success with Xplor - your goal will be to transform new customers into Xplor experts and advocates.

Reporting to the Onboarding Manager, you'll guide new and existing customers in getting their business optimally set up to use Xplor’s suite of various software, payments and parent engagement platforms, ensuring each customer’s journey is as easy, efficient, and simple as possible.

Responsibilities you’ll have include:

• Manage post-sales process for customers using strong product knowledge, relationship-building, and project management skills 
• Act as a trusted advisor for new and existing customers by guiding them through the implementation and adoption of the full Xplor product suite 
• Collaborate with the Account Executives (Sales) team during each customer’s transition to the post-sales team 
• Ensure a smooth transition from Onboarding to Support once the service is live
• Project manage each customer's schedule and onboarding timeline according to launch 
• Provide technical guidance to help customers use the system successfully 
• Provide customer training through the onboarding process and maintain training documentation
• Adhere to and guide customers through Xplor Technologies Know Your Customer (KYC) processes and procedures 
• Analyse and identify insights around user adoption of Xplor’s payment gateway, time to go-live, and integration health 
• Proactively outreach assigned customers about any known product issues or updates 
• Ensure that your team tracks activities in our internal systems, including details and important updates for all customer interactions amongst the customer-facing teams
• Drive operational excellence in the payment onboarding team through identification and execution of opportunity areas that create efficiency, remove obstacles, and create improved processes and approaches for the business 
• Be a proactive member of the team, advocating customer needs internally, owning their challenges and working on ways to prevent them from recurring 
• Be the first point of contact for customer escalations for your team 
• Handle dissatisfied customers in a polite and professional fashion 
• Maintain broad knowledge of all company products, services and promotions 
• Performing other job-related duties as required 
• Assist the Onboarding Manager with any additional requirements

Qualifications

What would make me a good candidate?

• Proven experience in an onboarding or implementation role, ideally in a similar SaaS or technology business 
• Experience using a CRM to manage the onboarding/implementation process, ideally Salesforce 
• Strong proficiency in Microsoft Excel and data management 
• Experience in document verification and KYC/AML checks is highly desired 
• Must be an Australian citizen or have eligibility and documentation demonstrating your right to work Australia 
• Must hold or can obtain a Working With Children Check 

Additional Information

What does it mean to work for Xplor?

Our four core values - Make life simple, Build for people, Move with purpose and Create lasting communities - are key to who we are and guide us from how we hire to how we recognise our team members.

Some of the perks of working with us:

• Unparalleled opportunities to learn and accelerated career development
• A collaborative, team environment with people who truly love what they do
• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• 8 weeks each year to work from anywhere in the world
• 3 day paid Volunteer Leave days per year
• Extra sick leave provided to give employees 15 days total per year
• Unlimited access to Udemy for Business, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Fully flexible work arrangements

More about us

We're the first global platform integrating software, payments and Commerce Accelerating Technologies to help businesses succeed. We offer software solutions for businesses in fast-growing ‘everyday life’ industries: Childcare & Education, Fitness & Wellbeing, Field Services and Personal Services – and a global, cloud-based payments processing platform.

With operations in North America, Australasia, Europe, and the UK, we serve over 75,000 businesses that processed over $27 billion in payments, in over 140 countries in 2020.

How to apply?

To start your application with us, please submit your CV and a cover letter and we’ll be in touch as soon as we can. Please include the word "moonshot" at the top of your cover letter so that we know you really took the time to read our job ad. Your contact is Chelsea - Talent Partner.

Sheryl Sandberg once said, “If you're offered a seat on a rocket ship, don't ask what seat! Just get on.” We couldn't agree more. So, are you ready to get on board?

To learn more about us and our products, please visit www.xplortechnologies.com/us/careers. 

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

Please also note that successful candidates will be required to obtain a Working With Children Check/Blue Card as part of their employment.

We promote flexible working wherever we can, so whether you prefer to be fully remote or in an office, the choice can be yours. #LI-Remote 

We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant.