Onboarding Specialist (Software)

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

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 to the Onboarding Team Lead, you'll work closely with new customers as they transition to Xplor. You'll guide customers through their implementation journey, build strong relationships, coordinate multiple projects, and help customers achieve a confident and successful go-live. Your responsibilities will include: 

• Manage end-to-end customer implementations simultaneously, coordinating timelines, milestones and implementation activities over a typical 7–10 week journey to deliver a smooth transition to Xplor while meeting customer experience, quality and performance expectations. 
• Build trusted customer relationships throughout the journey by managing expectations, identifying issues early - keeping customers engaged, informed and on track for a successful go-live. 
• Coordinate data migration activities using Excel and our import tools, while developing strong product knowledge to guide customers through the Xplor platform, troubleshoot challenges, and recommend best-practice use of the Xplor platform to support customers' day-to-day childcare operations. 
• Collaborate with cross-functional teams, including Sales, Training, Account Management and Support, to deliver a seamless customer experience. 
• Independently manage multiple customers and your own calendar, demonstrating strong organisational and project coordination skills while maintaining accurate customer records and documentation. 
• Communicate professionally and effectively with customers, colleagues and your team lead by providing regular updates, escalating risks where appropriate and contributing to improvements across the onboarding team. 

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.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do. 

• 1-2 years of 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 or data management 
• Excellent written and verbal English skills 
• Exceptional relationship-building skills with a confident phone manner and active listening skills 
• Ability to communicate complex ideas in ways that are easy to understand  
• Empathic, emotionally intelligent, and driven to provide an outstanding customer experience 
• Must be an Australian citizen or have eligibility and documentation demonstrating your right to work Australia 

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

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
• Paid Parental Leave benefit programs
• Unlimited access to Linkedin learning, 10% of your time devoted to growing you and your career, and further support to help you grow
• Access to mental health support
• Flexible work arrangements 

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.

We understand that diverse candidates have diverse needs. We welcome you to inform us of any additional needs related to completing your job application or participating in the interview process, via talentsupport@xplortechnologies.com.

More about us 

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most. 

Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake. 

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

We kindly ask you to apply through our careers portal or external job boards only. Please don't send your application via email.

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

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking. These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

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.

We make it a priority to respond to every applicant.