Senior Implementation Specialist

3 weeks ago

City of Monash, Australia Officeworks Ltd Full time

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With close to 10000 team members and a national footprint of more than 168 retail stores Australia wide – we're focused on delivering a wide range, low price and great service. We're about inspiring new ideas and thinking outside the box. We're about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We're about teaching a customer something new and supporting the community. We're about making a difference.

About the role

Our Business Support and Operations team is at the heart of our success, driving exceptional customer support across for our corporate, government, and education customers.

As we continue to grow, we're looking for a Senior Implementation Support Specialist to bring their analytical expertise, technical know-how, and experience across Business to Business, Business to Government (B2G) or Business to Education (B2E) to our team.

Reporting to the Business Operations Manager, you'll take full ownership of the business customer onboarding process. You'll be constantly looking for opportunities to enhance the customer journey, streamline workflows, and deliver process and system improvements that drive both customer satisfaction and business success.

You'll play a key role in onboarding new corporate, government, and education clients—guiding them through everything from pre-sales and implementation to providing post-go-live hypercare support, ensuring a seamless experience every step of the way.

We offer excellent flexibility between working in our Chadstone office 2-3 days per week and working from home in a hybrid working arrangement.

As a Senior Implementation Support Specialist, you will:
  • Lead the coordination and management of activities throughout the onboarding journey—including the delegation of tasks where appropriate—to ensure customers are set up for success.
  • Collaborate with the Business Sales team to ensure a seamless and efficient handover of new customers from implementation to onboarding, to assist with the timely realization of sales targets from each account.
  • Spearhead continuous improvement initiatives aimed at modernizing and streamlining the customer onboarding process, making it faster, simpler, and more impactful.
About you

If you're passionate about optimizing processes and creating exceptional customer experiences, this is the role for you You will have deep expertise in B2B, be commercially minded backed with exceptional analytical and problem-solving skills. In addition, you will have:

  • Minimum 5 years' experience within B2B, B2G or B2E environments (a blend of all three will be highly regarded), working in large and complex business environments.
  • Solid working knowledge of the principles of key systems such as ERP, CRM, websites, etc.
  • Ability to build relationships, communicating and negotiating cross-functionally and at all levels.
  • A clear record of delivering tangible results in deadline-driven environments.

Ready to take your expertise to the next level? Join us and help shape the future of customer onboarding

Our culture

It's all in a day's work when you're part of the Officeworks community – where you're not defined by who you are, but what you can do. We celebrate our teams' uniqueness by offering the below to the Officeworks family:

  • An inclusive, diverse, and supportive environment.
  • Flexible working arrangements to best support your individual needs.
  • A key focus on wellbeing and safety.
  • Generous discounts at Officeworks, Geeks 2 U, Bunnings, Kmart, Target and Catch.
  • Ongoing training and development opportunities to progress your career.
  • Industry leading Growing Families policy.

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for everyone. We actively encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people with disabilities.

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